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      Powering customer-led growth through connected, digital front office transformation

      In today’s fast-moving digital landscape, customers and citizens expect seamless, personalised experiences across every touchpoint. Organisations are under pressure to keep pace – balancing innovation with efficiency, and customer satisfaction with business growth. That’s where our Marketing, Sales and Services Transformation offering comes in.

      We help clients reimagine their front and middle office operations through a customer-first lens, using human-centred design and leading technologies such as Microsoft and Salesforce. We enable CRM and AI implementation, martech and data optimisation for the front office, multichannel engagement and service excellence across channels. We help businesses to connect with customers using technology, in smarter, more meaningful ways – driving loyalty, reducing costs and unlocking new value.

      Service offerings

      KPMG provides the following services to businesses:

      A woman delivers an update at a business meeting

      Future-ready, customer-centric strategies

      Our Marketing, Sales and Services Transformation offering helps organisations reimagine their front and middle office operations and technology enablers through a customer-centric lens. 

      Tech-enabled engagement

      By leveraging leading technologies, we enable the design and delivery of integrated solutions that enhance customer engagement, personalise experiences, and optimise marketing, sales and service functions. 

      Growth through data-driven insights

      We support clients in implementing connected strategies, automating processes and using data-driven insights to drive growth, improve efficiency and deliver value across every customer interaction.

      End-to-end solutions

      From brand recognition and communicating key value propositions to attracting new customers and turning them into qualified leads, we manage client needs in customer, marketing, digital and sales functions, as well as contact centres.

      How we help power your customer-led growth 

      • Strengthen customer engagement

        Deliver seamless, personalised experiences across channels to increase satisfaction and loyalty across acquisition and retention lifecycles.

      • Improve sales efficiency

        Streamline sales operations and management using automation and integrated platforms to drive conversion.

      • Accelerate growth through data-driven insights

        Use analytics and segmentation to optimise campaigns, improve targeting and boost ROI driving acquisition.

      • Lower cost to serve across channels

        Reduce operational costs by automating low-value tasks and aligning marketing, sales and service functions.

      • Accelerate transformation

        Expedite change with proven frameworks and cloud-based solutions that scale with your business.

      • Exceed customer expectations

        Using the latest in agentic AI to improve contact centre engagement, complaints and claims.

      • Simplify interactions for customers and citizens

        Building portals and digital products that drive seamless transactions for customers.

      • Gain a competitive edge

        Brand strategy, advertising and product design and development to give clients an edge over their competition.

      Related insights

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      Frequently asked questions

      The goal is to help organisations modernise and connect their front and middle office operations – marketing, sales and service – using human-centred design and leading technologies like Microsoft and Salesforce to drive customer engagement, operational efficiency and business growth.

      This offering is ideal for organisations looking to improve customer experience, personalise engagement and streamline operations, particularly those undergoing digital transformation or seeking to unify their marketing, sales and service functions.

      We primarily work with cloud-based platforms such as Microsoft Dynamics 365 and Salesforce, along with marketing automation tools and CRM systems. These are integrated to support multichannel engagement, data-driven insights and process automation.

      We do not provide custom development outside the capabilities of Microsoft or Salesforce, support for non-cloud or legacy systems, or implementation of technologies unrelated to marketing, sales or service without a separate agreement.

      Clients typically see improved customer satisfaction, increased retention, reduced cost to serve and better alignment across teams. The offering also enables more effective marketing strategies and faster realisation of upsell and cross-sell opportunities.