2020 KPMG U.S. customer experience excellence report
Explore differentiators for ten companies, what they did to improve their rankings and eight common capabilities that build resilience.
The journey begins with a vision that’s closely linked with your company’s core vision, mission and strategy.
It continues with a carefully constructed service delivery model and outsourcing strategy that considers these design principles:
Experienced, trusted KPMG advisors can help you validate outsourcing strategies, understand costs, establish pricing strategies, build the business case, align stakeholders, evaluate options, improve current state, guide you through vendor selection, contracting, and negotiation—and lead you through your transition and transformation journey. We also have services and tools to help companies establish 1st generation outsourcing and assist 2nd, 3rd or 4th generation outsourcing contracts so that you can manage that work more effectively and maximize performance and contract value.
KPMG advisory services span the full lifecycle of outsourcing services, offering support to help your organization transform with the following offerings:
Assessment & Strategy Development: Assessment of current state delivery and pain points, comparison to leading practices and defining future state vision and guiding principles
Outsourcing Transaction Support: Facilitate go-to-market approach including: implementation roadmap, Service Provider selection, RFP development, inbound/outbound due diligence, Service Provider evaluation and contract document preparation
Contract and Negotiation Support: Support the negotiation process by: developing negotiation plan, facilitating negotiations with Service Providers and driving completion of commercial documents
Transition Support: Assess Service Provider transition plan for readiness, establish transition program office, facilitate Service Provider and client transition, drive stabilization and monitoring
Vendor Management, Integration & Optimization: Design and build governance processes and organization; integrate service delivery models across a multi-vendor environment; contract and relationship remediation and optimization
Business Case and Value Realization Support: Develop financial models to support the evaluation process during the transaction and models to track value realization post execution
Get started now! Let us show you how outsourcing can improve your organization’s service delivery, quality, and value.