Customer Experience | KPMG

Customer Experience

The Connected Experience Imperative - 2017 UK Customer Experience Excellence analysis

Based on extensive research and packed with practical insights, our 2017 report is essential reading for anyone who wants to understand how to use CX as a mechanism for superior profitability.

1 minute read
by David Conway, Tim Knight
Customer Experience

Still searching for a better customer experience

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.

15 minutes
by Andrew Matthews
Customer Experience

Make customers happy and help cut costs too

In the wake of Brexit and its economic impact, businesses look to protect themselves. They face tough decisions – many are making cost cuts – but they would be wise to pause for thought.

9 minute read
by David Conway
Customer Experience

Insurance customer engagement in a digital world

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.

6 minute read
by Adrian Clamp
Customer Experience

The future of customer experience measurement: Data gathering

The future of customer experience measurement is rooted in the collection of data in new and exciting ways, but also in recognising that CXM has the power to influence business change and growth.

4 minute read
by Tim Knight, David Conway
Customer Experience

The future of customer experience measurement: Relevance, depth and speed

The future of customer experience measurement (CXM) as a concept, is its positioning as an integrated data-gathering framework to enable decision-making within organisations.

6 minute read
by Tim Knight, David Conway
Customer Experience

Customer experience strategy: Criteria to achieve customer experience excellence

It could be argued that customer expectations are increasing at a faster rate than ever before. This can be problematic when devising a customer experience strategy.

4 minute read
by Tim Knight, David Conway
Customer Experience

B2B customer experience design: Aligning the moments that matter to The Six Pillars

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.

5 minute read
by Tim Knight, David Conway
Customer Experience

Customer journey mapping: The Six Pillars in a digital world

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.

5 minute read
by Tim Knight, David Conway

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Social Thinking on Customer

by Starcount

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