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      Transform experiences. Empower people. Accelerate growth.

      In a world where expectations evolve faster than ever, Experience Transformation helps you stay ahead by putting your customers – citizens, stakeholders, members or communities – at the heart of everything you do. We bring together strategy, design, data and technology to create seamless, personalised experiences that drive loyalty, growth and measurable impact.

      From reimagining digital products to designing future-state journeys and building connected platforms, our Human Experience team works with you to align brand, purpose and operations – turning insight into action and ambition into outcomes.

      Service offerings

      KPMG provides the following services to businesses:

      Two colleagues having a meeting outside

      Connecting strategy, data, design and delivery

      Our Experience Transformation offering helps you enhance customer engagement and loyalty and achieve business growth.

      Experience insights and engagement

      Our offering combines human-centred research with data-led intelligence to help you manage your brand reputation, understand your segments, communities and stakeholders, and act on what they value.

      Experience strategy

      We provide strategic and creative advisory to define and deliver the future state. The result is an alignment of purpose, brand and creative with what people expect – and what the business needs to perform.

      Experience design

      We work with clients to design and prototype journeys, services and interactions across physical and digital touchpoints, delivering CX, UX, UI and service design that works for both humans and systems. We also design, build and deploy mobile, web and digital products that people love to use – fully integrated with your systems.

      How we help you put customers at the centre

      • Strengthen customer loyalty

        Delivering personalised, seamless experiences across channels builds trust and emotional connection – turning users into advocates.

      • Measure business impact

        By aligning brand, technology and operations to customer needs, organisations unlock new revenue streams and improve ROI on experience investments.

      • Make smarter decisions – faster

        Customer insights and segmentation drive more informed strategies, enabling quicker pivots and more relevant offerings.

      • Create future-ready digital platforms

        Modern, intuitive digital experiences – web, mobile, or portal – designed to scale and evolve with your business and customer expectations.

      • Align brand and purpose

        A unified experience strategy ensures your brand promise is consistently delivered across every touchpoint, reinforcing reputation and purpose.

      Forrester Wave Leader 2024 – Customer Experience Strategy Consulting Practices

      Forrester Wave Leader 2024

       
      KPMG has been named a Leader in The Forrester Wave™: Customer Experience (CX) Strategy Consulting Services, Q4 2024 evaluation, published on 26 November 2024. KPMG received one of the top three highest scores in the strategy and current offering categories. 

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      Frequently asked questions

      Experience Transformation is a strategic approach to redesigning how customers interact with your organisation – across brand, digital and service touchpoints. It matters because personalised, seamless experiences are now the top driver of customer loyalty and business growth.

      Any organisation looking to improve customer engagement, launch new digital services or align brand and operations with customer expectations can benefit – whether you’re in government, education, financial services or beyond.

      We use a combination of qualitative and quantitative research, persona development and voice-of-customer insights to deeply understand your audience. This ensures every design decision is backed by evidence and empathy.

      Engagements often include current-state assessments, future-state journey design, digital prototyping and implementation planning. We also support change management and capability uplift to ensure sustainable outcomes.

      We define clear success metrics from the outset, such as customer satisfaction, digital adoption, operational efficiency and commercial impact. We also help build the business case to track ROI and long-term value.

      Yes, KPMG has been named a ‘Leader’, the highest designation possible, in The Forrester Wave™: Customer Experience Strategy Consulting Services, Q4 2024 report. Forrester evaluated 12 firms, assessing them in three categories: Strategy, Current Offering and Customer Feedback. KPMG was among the top three highest scores on the ‘strategy’ and ‘current offering’ axis out of all the vendors evaluated by Forrester, citing KPMG as ‘a good fit for organizations looking for a transformation partner with broad and deep industry expertise’. Forrester also noted in the report that the referenced clients were ‘pleased with the level and speed of KPI improvement resulting from their engagements’, and KPMG’s ability to ‘translate and apply best practices from other industries’.

      Read more about the Forrester report.

      Yes, we form multidisciplinary teams across multiple streams to design and deliver experiences. As we move into delivery, the broader KPMG Consulting capacity brings in delivery of platforms from our key technology alliances, as well as program management, change management, security, identity management, integration, data and managed services expertise.