Customer first: Real insights

Drive profitable growth in the digital age. Explore our publications on connecting customer experience across your organization.


New reality: New customer relationship

KPMG has conducted annual global studies of customer experience excellence for more than 10 years. Our 2020 customer experience excellence survey finds that leading companies are the ones most able to maintain a commercial cadence in spite of COVID-19.



What drives customers' behavior and choices?

Across the KPMG network, we are ambitiously exploring the multidimensional customer with a unique and multi-layered research methodology. Our latest survey gives insight into more than 25,000 consumers in Brazil, Canada, China, France, India, the UAE, the UK and the US.




Learn about customer-centricity and becoming a connected enterprise in our insights below.

More insights


Tune in to discussions with KPMG advisors on today's customer experience and customer-centricity issues.


Get perspectives from our advisors about delivering customer experience with excellence from anywhere in your enterprise.


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 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.



Julio J. Hernandez

Julio J. Hernandez

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

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