According to an independent analytics company, Forrester, KPMG is one of the leading global providers of strategic consulting on customer experience. Meanwhile, Tomáš Potměšil, the co-creator of KPMG’s Discovery tool, is taking on the role of the EMEA Customer Lead.

Leader is the highest possible rank from the total of four levels, and KPMG is proud to be the only “Big Four” company to receive the Leader rank.

Forrester evaluated top 14 global players on the CX market using a total of 28 criteria grouped into three categories: current offering, strategy, and market presence, with KPMG taking the absolute lead in the strategy category.

“KPMG has built its CX strategy consulting practice in the past decade, leaping forward through a combination of external acquisitions and internal investments in service development, staff, and training,” says the report titled The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022.

Potměšil the lead of CX for Europe, the Middle East and Africa

Already a Director within the Czech KPMG firm, Tomáš took on his new, global role of the EMEA Customer Lead in January 2023, replacing Vincent Piron from Belgium.

Customer experience consulting covers CX, sales, marketing, customer service, and customer care. As for EMEA, that stands for Europe, Middle East and Africa.

“Tomáš being appointed to this position shows the international appreciation of the years of work put in by KPMG Czech Republic. Customer experience management has been our key focus for over ten years now, we’ve been publishing the Top 100 of Customer Experience in the Czech Republic for six years and to top it off, the very successful Customer Centre of Excellence is headquartered in Prague,” says Petr Bučík, the CEE Lead Partner at KPMG Advisory.

“Receiving this new role is both an honour and a huge responsibility, and I believe that we will remain a leader on the Forrester’s ladder. My goal is to continue building the community of CX experts and undertake more joint projects for global clients within the EMEA space – in fact, we are already working on a new strategic proposition. Helping spread our Discovery tool across the whole world is another goal of mine,” says Potměšil.

Tomáš Potměšil, Director

Tomáš Potměšil

Potměšil is a member of KPMG’s global Customer Centre of Excellence. In 2020, he co-created our Discovery tool that allows users to design and analyse customer and employee interactions, complete with processes and technologies behind them, in a single interface. Currently, it’s being used by KPMG firms and their clients in 24 countries, including Great Britain, Italy, Canada, Mexico, Australia, Vietnam, Saudi Arabia, and Ghana.