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.
To compete in this new reality, businesses will need to rethink customer experience in a connected and digital world. Every part of the marketing, sales and servicing journey counts. The overall experience will decide if a customer is going to choose your product or service, purchase it again or recommend it to a friend.
At KPMG, we combine our expertise in financial analysis with a research-based understanding of customers to help you develop a customer experience strategy that drives financial performance.
Today’s customer is less predictable than ever. How will you connect with the future customer?
Julio J. Hernandez
Global and U.S. Customer Advisory Lead, KPMG US
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Jeffrey Mango
Managing Director, Advisory, Customer Solutions, KPMG US
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