Customer & Digital Consulting

Who are your customers? What do they want and need? How do they behave? What is driving their behaviour? Which propositions will succeed?

These strategic questions remain the same as ever, but traditional strategies fall short in today’s fast-moving, customer-centric world. We believe that a successful customer and digital strategy demands the use of sophisticated data analytics tools, large volumes of rich customer insight data and an agile, test-and-learn approach to new proposition development.

Our proven KPMG Customer Experience Method empowers clients of all sizes and sectors to define robust, sustainable Customer and Digital strategies. With KPMG’s expertise, you can ensure that your customer-centric Digital Transformation Strategy will be created based on leading global research and methodology, incorporating the view of your people, and translated into a strategy that is realistic, achievable, and tailored to your specific needs.

Global investments in customer experience technology and voice of the customer (VoC) programs are on the rise. However, many of these programs fall short in delivering tangible business outcomes. Often, they prioritise research over business impact, lacking the necessary authority to drive change. Organisations also grapple with challenges like data silos, outdated surveys, and reactive teams.

We pride ourselves in taking a vendor experienced perspective to help our clients find a VoC solution that best meets their unique needs. By aligning the right VoC strategy, technology, people, and governance, our approach builds upon best practice principles, and allows you to harness the voice of your customers to fuel holistic, data driven and impactful decision making.

Many organisations find that their investments in improving customer and employee experiences fail to generate clear outcomes or sufficient returns. It’s vital for organisations to not only respond to customer needs but understand their value to the business and how employees can be enabled to support their experience.

Our dedicated team of Customer and Digital SMEs help organisations map, prioritise and redesign key employee and customer journeys across channels, ensuring alignment with current and future needs. Using world class Journey design tools and methodologies, we integrate persona-specific experiences with critical business enablers, such as operational processes, technology requirements and data flows.

Additionally, we use our global network of cross-sector expertise by leveraging our KPMG Customer Experience Centre of Excellence, which research, analyses and maintains best practice worldwide.

Sustainable growth in a digital world hinge on recognising the power of the customer and ensuring the organisation is connected to deliver great customer experience. We support our clients in their Customer-led Digital Transformation through Agile programme delivery and support.

To ensure success, we leverage our proven Global KPMG Connected Enterprise method. Connected Enterprise is a customer-centric, Agile approach to digital transformation that connects the front, middle and back office. It focuses on various processes, functions, and relationships in the organisation to meet customer expectations, create value, and drive sustainable growth. We meet clients wherever they are on their Digital Transformation journey and apply our proven methodology with associated accelerators, to enable customer-centric, agile Digital Transformation.

Read our ‘Make the Connection’ report to learn how to put customers at the heart of your business.

To view our Global Connected Enterprise website, click here.