Customer experience

Businesses that develop and deliver seamless, personal customer experiences drive engagement, satisfaction and loyalty as well as profitable growth.

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2018 Customer Experience Excellence report

Know me: The key to an individualized, personal customer experience.

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Clients realize that they must compete on the basis of customer experience and are making large investments in enhanced customer journeys. However, organizations struggle to achieve a return on investment and to link it to value generation. Businesses need to develop and deliver seamless, personal customer experiences that drive engagement, satisfaction and loyalty as well as profitable growth.

Today’s businesses invest heavily in the customer experience to meet the increasing demands of their customers. But many struggle to achieve the desired return on these investments.

At KPMG, we help companies optimize spend and investments while delivering winning customer experiences suited for the digital age. Combining our expertise in financial analysis with an in-depth and research-based understanding of customers, our Customer Advisory team can help you develop a customer experience strategy that drives financial performance, including:

  • A richer, rounder picture of your customers, industry and market
  • A detailed outline of your current customer interactions, including insights on which matter most
  • A customer experience strategy and delivery model that aligns to your customers and delivers ROI
  • A tactical plan for your entire organization to cost-effectively deliver at each touch point.

We help you develop and deliver seamless, personal customer experiences that drive engagement, satisfaction and loyalty—and profitable growth.

 

Customer experience capabilities

 

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