For the second consecutive time, KPMG has been recognised as a Leader – significantly improving our placement and achieving 2nd place - in The Forrester Wave™: Customer Experience Strategy Consulting Services, Q4 2024.
The Report states ‘KPMG’s CX practice has made significant financial investments to advance its AI capabilities and already broad industry expertise. It stands out in its approach to pricing flexibility and transparency, with a team that manages the pricing process and is facilitating the growth of its performance-based contracts. Its talent strategy is fine-tuned to acquire, develop, and retain employees who support its ambitions’.
We are delighted to once again be recognised by Forrester as a Leader in Customer Experience Strategy Consulting. At KPMG we help our clients to unlock value and drive meaningful and lasting customer impacts through thoughtful orchestration of people, technology and business transformation. While AI is essential for elevating CX, success is ultimately about the delivery of consistent, connected and authentically human experiences that meet customer needs and fulfil the brand promise.
The Forrester Report also notes KPMG’s strengths in upfront analytics and insights generation from marketplace analysis, customer research, and its industry expertise supporting its downstream ability to create CX visions and business cases. Its roadmap development is advanced relative to the market thanks to its visualisation tools that bring the roadmap to life, highlighting journey issues and supporting decision-making.
Customers of KPMG appreciate their deep industry expertise, as well as its ability to translate and apply best practices from other industries. Multiple customers were pleased with the level and speed of KPI improvement resulting from their engagements.
The Forrester Wave™ conducted an evaluation of customer experience (CX) strategy consulting services providers, and they identified the most significant ones and researched, analysed, and scored them.
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Owen Lewis
Partner, Head of Management Consulting, Head of Banking & Capital Markets
KPMG in Ireland
Lana Briggs
Director, Customer & Digital Lead
KPMG in Ireland
Lucy MacAuley
Director
KPMG in Ireland
