Customer experience remains a top priority for every forward-thinking telco. But delivering a seamless customer experience in an increasingly connected world is no simple endeavour. This report provides valuable insights and a deeper understanding of global best practices and key trends that will enhance the ongoing efforts of telco's to create a better customer experience.
Insurance has traditionally been a transactional and commoditized sector where it is difficult to sustain customer engagement outside a claim or renewal. But insurers are acutely aware that it must change.
There are many moments that have the power to make or break a B2B relationship. The Six Pillars should never be neglected when B2B organisations are looking to rejuvenate their customer experience design.
The principles of The Six Pillars are essential for customer journey mapping in both the digital and human world. Identifying these hotspots, and planning for them, means that brands are better equipped for delivering customer experience best practice.
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Get ahead in the era of the customer by registering for full access to the KPMG Customer Excellence Centre.