Customer Experience 

Customer Experience

Businesses today are constantly striving to drive growth and sustain value in a rapidly changing landscape where innovation is a necessity and the always-connected consumer has higher expectations than ever before.

 

Optimizing customer experiences is a critical component of achieving business goals—and one that is often neglected. Effective customer experience management helps businesses re-imagine the experiences of their customers to strike the optimal balance between meeting customer’s needs and achieving business objectives.

 

Many organizations tend to undertake discrete customer-focused projects without considering their broader impact on the customer experience. Such projects can include customer-focused initiatives managed within functional silos (i.e., marketing or sales), independent solutions that fail to leverage customer insights and data more broadly across the organization and digital solutions that miss the opportunity to make a larger impact.

 

KPMG can provide clients in every sector a broad approach to customer experience management with solutions that span strategy, design, development, data and analytics, privacy and governance. Using a rigorous, disciplined approach KPMG can help clients understand the needs of their customers, and help design, develop, and deliver engaging, seamless customer experiences, across traditional, digital, social and mobile media.

 

Transform your business, by re-imagining the customer experience. The resulting business value can include:

 

  • Increased brand loyalty
  • Increased revenue and profitability
  • Improved customer retention
  • Accelerated time to market for products and services
  • Value-added innovation for existing products
  • Increased confidence in customer data security and privacy
  • New revenue sources
  • Differentiation in the marketplace
  • Sustainability and focus via transparent performance management

 

Learn more about how KPMG goes beyond customer experience to help clients achieve broader growth objectives.

 

Some (or all) of the services described herein may not be permissible for KPMG audit clients and their affiliates.

 

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Contact

Alton Adams

Alton Adams
Principal, Customer Strategy & Growth
Atlanta
+1 404-614-8614
aladams@kpmg.com

 

Duncan Avis

Duncan Avis
Managing Director,
Digital Customer Experience
Customer Strategy & Growth
McLean, VA
+1 301-841-5958
davis@kpmg.com

Alton Adams

Tracey Ah Hee
Managing Director,
Customer Experience
Customer Strategy & Growth

New York
+1 212-954-2076
tahhee@kpmg.com

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