Leading in Customer Experience Strategy

KPMG named a leader in Customer Experience Strategy Consulting - Forrester

We are excited to share that KPMG has been named a Leader in The Forrester Wave™: Customer Experience (CX) Strategy Consulting Practices, Q4 2022 evaluation published on 12th December, 2022. KPMG received one of the top three highest scores in the strategy and current offering categories.

The Forrester report states: “KPMG’s superior CX practice vision incorporates clients’ current needs, such as driving profitable growth, with future needs, like developing CX strategies to leverage the Metaverse.”

We are proud of the commitment KPMG has demonstrated in building a world-class Customer Experience Practice focused on advancing our client’s agenda to be customer-centric.

Lana Briggs

Director, Customer & Digital Lead

KPMG in Ireland

The Forrester report notes:

“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.”

KPMG’s Customer Center of Excellence harnessed the power of multiple acquisitions, strategic investments, unified methods and deep insights to fuel our growth and serve the firms’ clients. We are pleased with our annual Global Customer Experience Excellence Report and how it is used by our clients and the marketplace. Our Six Pillars of Customer Experience and Customer Experience Workbench have been used by numerous clients to change the trajectory of the experiences they deliver to their customers.

KPMG also recognises that to affect transformational change grounded in the desire to be more customer centric requires us to work with our clients to adapt mindsets and enable the right capabilities to deliver on the strategy.

According to the Forrester report, "KPMG powers CX revolutions through culture transformation. …KPMG has a robust approach to employee CX training, offering a formal academy that provides learning opportunities through different modes and that can integrate with its clients’ learning management systems. The firm accelerates clients’ culture change efforts through hands-on behavioral coaching for executives, and it uses multiple methods to influence employee behavior – including rewards and recognition programs. KPMG continues the culture transformation with its strong library of assets to align the ecosystem, including pre-built target operating models—some of which are sector-specific."

KPMG firms bring the power of their network to help clients enable their strategy by harnessing the Connected. Powered. Trusted. Elevate. set of technology solutions to enable enterprise and functional transformation, laser focused on value creation and the delivery of differentiated customer experiences. We believe that our approach, solutions and commitment to clients set us apart.

Forrester states in its report, [KPMG’s] reference clients were uniformly positive about the firm’s professionalism and relationship management, and they cited the project team as their initial reason for selecting KPMG. As one reference client explained, “They really do act as an extension of your team.”

Forrester’s analysis concludes that “KPMG is a good fit for organisations that need help enabling and inspiring employees to deliver better customer experiences.”