United Kingdom

Enhance your Customer Experience 

We offer insight into what your customers’ experience, analysing what they value, diagnosing problems and re-designing processes and interactions to deliver improved financial returns. Through our acquisition of Nunwood, a market leading customer experience consultancy, we use market leading technologies and capabilities to capture real-time customer feedback. This enables us to give our clients information to make informed decisions which can improve customer experience.

At the heart of our capability is our Six Pillar framework for customer experience. The Six Pillars summarise the universal characteristics of what contributes to the best customer experience. Adopting the framework can result in:


  • Increased acquisition, via advocacy
  • Creation of long-term shareholder value
  • Guaranteeing a market leading customer experience ranking.


By mapping customer journeys, researching customer behaviour, analysing data and usability testing, we can help you to redesign customer experience and increase growth.

Industry challenges

  • Today’s consumer expectations continue to rise, set by the market leaders across industries
  • Customer sales and service processes typically rely on older systems and practices, leading to regular service breakdowns, complaints and poor customer service
  • In competitive markets, the cost of acquiring new customers is far higher than the cost of retaining existing customers
  • Improved customer experience delivers improved customer support – which then improves sales, cross sales and retention levels
  • Failing to have a systematic framework to understand what customers value, leads to both under and over customer service investment
  • Digital communications are only beginning to transform how your customers interact with your brand. The huge number of customer journey interactions are both an opportunity and threat to customer loyalty and business performance

Our Services - we can help you

Enhance your customer experience

Customer experience and cost diagnostic: Use our bespoke powerful toolset to design your path to a great customer experience. Combining our strategic approaches to ‘voice-of-the-customer’, cost/revenue analysis and data analytics, we can transform your customer experience strategies, while helping to reduce costs.

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Create the experience of the future

Customer journey re-design: We apply our attention to detail and rigour developed from knowledge of product and service design best practices. Users utilises user design thinking plus open innovation to re-imagine the customer journeys and create ‘moments of truth’, understand personas and drive value.

Transform the economics of customer experience

Managing cost to serve and operational excellence: Our cutting-edge approach to strategic cost management offers deep insight into your cost-to-serve across omni-channel journeys. We calculate the cost of poor service and identify areas of under - and over – customer service investment. We can also help you reduce waste, optimise resource and improve support.

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Resolving customer failures to deliver enhanced value

Complaints management: Our maturity model diagnoses weakness areas. Our approach seeks to ensure effective approaches to customer communication, root-cause analysis and remediation.

Case studies

Helping a UK banking group measure and monitor customer journey performance

We helped a UK banking group to industrialise its approach to measuring and monitoring customer journey performance, allowing it to enhance the customer experience. We identified significant revenue and cost opportunities, as well as driving up Net Promoter Scores. We have applied this methodology in both Business-to-Customer (B2C) and Business-to-Business (B2B) environment.

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Transforming the online product journeys of a large UK mutual organisation

We assessed and transformed online product journeys at one of the UK’s largest mutual organisations, across customer and intermediary channels. Using mapping techniques and innovative workshops, we helped to re-design customer-facing services. Opportunities are validated in a structured test-and-learn environment to ensure solutions reflect customer feedback.

Improving customer service for a leading global telecommunications company

When a leading global telecommunications company asked us to deliver a lean transformation programme, we improved customer service and reduced headcount by 20 percent in four months.

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Developing the strategy and vision for a major utility company’s complaint handling function

We developed the strategy and vision a major utility company’s complaint handling function, defining the core operational capabilities required to deliver the vision. We transformed the complaints management capability, helping it achieve market-leading performance in production processes and customer experience.


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Contact us

Hugh O'Reilly

Hugh O’Reilly

Customer and Growth

KPMG in the UK

+44 (0)7710 603 089

Email Hugh

Martin Herbert

Martin Herbert

Global Lead, Customer Experience

KPMG in the UK

+44 (0)7766 922 235

Email Martin

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