Customer & Operations

Customer expectations in Ireland are evolving faster than ever. Our team helps organisations build customer-centric strategies that increase loyalty, accelerate growth, and create sustainable competitive advantage. From Customer Experience (CX) design and service design to sales and service transformation, we enable businesses to connect with customers in meaningful, measurable ways.​

Our areas of expertise cover, among others:​

• CX strategy design: Design customer‑centric, AI‑enabled CX strategies grounded in maturity assessments, benchmarks, and market insight.​

• Experience optimisation across channels: Optimise experiences end‑to‑end (traditional, digital and AI‑enabled) to grow customer loyalty.​

• CX operating model design & transformation: Set up Digital Programmes, embed a customer‑centric, agile organisation, and build Customer Centres of Excellence to drive operational performance and sustainable change.

• Customer and digital engagement and adoption: Accelerate engagement with targeted readiness initiatives, behaviour change, training, and communication.​

KPMG’s Operational Excellence team helps organisations optimise effectiveness, reduce costs, and navigate complex transformations. Whether you're implementing new technologies like GenAI or rethinking how your operations deliver value, we work with you to identify performance blockers, unlock hidden potential, and embed sustainable change.

We combine deep sector expertise with Lean Six Sigma principles, proven methodologies, and a team of certified Green, Black, and Master Black Belts to improve quality, reduce waste, and unlock measurable results across organisations.

Our core capabilities include:​

• Operational diagnostics: Assess operational efficiency to identify performance barriers and improvement opportunities.​
• Strategic foundations: Develop and align operational strategies to support organisational objectives and growth.​
• Process & service excellence: Design and implement effective, efficient, and scalable processes and services through process optimisation, Lean methodologies, and performance-led transformation.
• Capability building: Provide training, tools and professional certifications. Develop supporting systems to foster a culture of continuous improvement.
• Transformation enablement: Implement structured methodologies to facilitate sustainable operational transformations and enhancements.​

Our KPMG Team in Ireland helps organisations build intelligent, resilient, and sustainable supply chains and procurement functions that lift performance and help to reduce operational risk.

Our approach blends operating model design, digital and AI enablement and data-led decisioning to unlock value end to end, supported by KPMG’s Technology Partners for faster, repeatable growth.

Our areas of expertise cover, among others:

• Supply chain strategy and transformation: Design and deliver future-ready supply chains through operating models, planning, and network design.
• Cost transformation: Unlock savings and efficiency gains with smarter inventory management, sales and operations planning, supply chain optimisation, and procurement spend control.
• Procurement operating model design: Build high-performing procurement functions with the right structure, category strategies, and service delivery models.
• Technology-enabled supply chains: Harness the benefits of KPMG’s Technology Partners for sustainable supply chain technology reviews, proof of concept testing and solution alignment to functional implementation needs.

Our ESG and Sustainability team partner with organisations to navigate increasing demands for clear, actionable ESG strategies that drive meaningful impact. We support clients in building resilient, responsible, and future-ready businesses. Our approach integrates ESG strategy with operational performance and combines deep sector knowledge with practical tools to reduce emissions, manage risk, and unlock long-term value.

Our areas of expertise cover, among others:

• ESG strategy and operating model: Help define your ESG vision, policies, and operating model to align with global standards.
• ESG regulation and reporting: Support CSRD reporting, materiality assessments, and ESG data and technology readiness.
• Sustainable supply chains: Design ESG strategies for procurement, supplier engagement, and regulatory compliance.
• Lean and green integration: Embed sustainability into operations to drive decarbonisation and cost efficiency.