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.



Understanding the complex drivers of customer decision making in unprecedented times

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 18,000 consumers in 16 countries.




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.

Julio J. Hernandez

Julio J. Hernandez

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

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