Insight

Customer experience excellence: 2020 biggest risers

When you’re customer-driven and technology-enabled, good things happen.

Julio J. Hernandez

Julio J. Hernandez

Global and U.S. Customer Advisory Lead, KPMG US

+1 404-222-3360

Jeffrey Mango

Jeffrey Mango

Managing Director, Advisory Customer Solutions, KPMG US

+1 404-614-8757

The 2020 KPMG U.S. customer experience excellence survey surfaced select companies that had moved up significantly in our index, making great strides in transforming their customer experience. By dissecting the approaches taken by our biggest risers, we identified the improvement efforts that resonated the most with customers.

Although the highest risers took different tactics to improve their respective customer experience, each fundamentally understood their customer and knew exactly what buttons to press to deliver an intentionally-designed experience that leads to engagement and loyalty. 

Customer experience excellence: 2020 biggest risers
When you're customer-driven and technology-enabled, good things happen. Learn from companies that moved up significantly in the 2020 KPMG U.S. customer experience excellence survey.