Value of customer experience (CX)

Julio Hernandez, Aditya Rath, Tim Knight, and Jeff Mango discuss the latest customer experience trends in their regions.

Our global panel on this KPMG Customer First podcast examines the true value of customer experience (CX). Panelists from North America, Asia, and Europe discuss the latest customer experience trends in their regions and looks at ways organizations can overcome the pitfalls to ensure a successful CX transformation journey.

  • Julio Hernandez, U.S. Customer Advisory leader, and Global Customer Center of Excellence lead, KPMG LLP
  • Aditya Rath, Partner, KPMG in India
  • Tim Knight, Customer Experience Leader, KPMG in the U.K.
  • Jeff Mango, Managing Director, Advisory Customer Solutions, KPMG U.S.


We invite you to listen to the recording in its entirety or jump to the moments of highest interest to you. 

Moments of interest

02:07  Customer experience trends in India and the US

05:43  Managing cost versus expectations in the age of the customer

07:47  Why the biggest mistake in CX planning is to overlook the baseline

09:40  Connecting the marketing promise and the operational reality

11:54  How a B2B organization in India changed its channel experience 

15:54  The importance of getting the Board aligned and understanding the purpose of CX

18:11  The Six Pillars in today’s era of “almost perpetual revolution”

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