Customer Analytics | KPMG

Customer Analytics

Me, My Life, My Wallet

KPMG International’s groundbreaking Customer Insights program identifies the complex drivers of choice that open and close the customer wallet. It details insights on how the seismic influences of continued technological disruption, erratic socio-political and economic shifts, and enhanced mobility are upending fundamental beliefs around what drives consumer behaviour.

20 minute read
by Julio J. Hernandez, Willy Kruh
Customer Analytics

Serving customers the smart way

Leveraging insight from the wider network of information will enable organisations drive further competitive positioning across the market. As today it is acknowledged that the knowledge about customers goes far beyond transaction data. But the primary question is ‘how do organisations’ tailor offering to customer needs without invading privacy?’

5 minute read
by Paul Cushion
Customer Analytics

3 steps to drive change via customer metrics

The key to deriving value from customer metrics lies in taking a holistic view, developing a deeper understanding of customer motivation and behaviour and embedding customer-centricity across the organisation.

6 minute read
by Peter Bull, Anit Roy-Choudhury
Customer Analytics

Why the CIO must become the new customer experience champion

With the growth of digital technologies, customers have more information, more choices and more power than ever before. Their expectations are rising and CIOs have a key role to play in helping the organisation meet the challenge.

2.5 minute read
by Adrian Clamp
Customer Analytics

Staying on the right side of the consumer privacy line

This research led report finds that, by misjudging attitudes to privacy and the use of personal data, companies risk alienating customers and losing their trust.

2 minute read
by Mark Thompson, Paul Cushion
Customer Analytics

Predictive analytics: data unleashed

How can we predict when a crowd is close to panic – and take steps to stop the situation getting out of hand? Or how might we schedule customer communications to prompt a purchase at just the right moment, without being too obvious or annoying?

1 minute read
by Paul Cushion
Customer Analytics

Building trust in analytics: breaking the cycle of mistrust in data and analytics

How can organisations build their confidence in insights from data to make faster, more accurate decisions?

17 minutes read
by Paul Tombleson, Paul Cushion
Customer Analytics

What do your customers really want?

Businesses need a fresh approach to customer analytics in order to create a more effective customer experience and keep up with the competition.

6 minute read
by Paul Cushion
Customer Analytics

Customer metrics: sideshow or game changer?

Customer metrics can be the catalyst for genuine change. But unless analysed properly, insights can be misleading rather than helping drive performance.

12 minute read
by Peter Bull

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Social Thinking on Customer

by Blake Morgan

This week's Customer Experience Roundup features three stories of #companies wrestling with #technology and how to… twitter.com/i/web/status/1…

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Digital Transformation For #B2B #CustomerExperiences bit.ly/2AUckLl

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