Achieving value from customer experience investments

Give customers the experiences they want while earning the return you need.


How valuable is customer experience?

Connected enterprises achieve value from customer experience investments

Many organizations spend a tremendous amount of money trying to create front office experiences for their consumers, but only about 30% see the return on expenses. Organizations that get the most value out of their investment in customer experience understand that it requires the entire organization to deliver—not just sales and marketing.

Customer expectations continue to escalate, emphasizing the need to continually evolve to remain relevant and competitive in today's dynamic marketplace. Market leaders are those who not only understand service experience, but build a capability of customer closeness and responsiveness that allows them to continually understand, meet, and reset expectations in a sustainable, scalable manner. To remain profitable, businesses need to bring the right people and data together to decide what the experience should be, how it should be measured, and how much to invest. 

Download our report and listen to our podcast to learn more. 

How valuable is customer experience?

Learn how to maximize your customer experience investments: Give customers the experiences they want while earning the return you need.

For more on becoming customer-centric, explore our Customer-first: Real Insights

Is your business customer-centric? Register for our free diagnostic tool to find out.


1. Take the survey

Answer key questions to assess how customer-focused your business is in each of the eight capabilities.

2. View your results

The diagnostic assessment results use charts to show how customer-centric your organization is against industry competitors and market benchmarks

3. Customize and download

Choose which benchmarks you want to appear on your graphical report, download and share.

KPMG complies with the auditor independence rules of the AICPA, SEC, PCAOB and DOL. As a result, some services, including follow-ons to the diagnostic tool, may not be available to our audit clients and their affiliates. KPMG audit clients should check with their respective lead audit partner for more information.