The 2022 CEE report revealed three significant areas that companies are addressing to attract and retain customers amid a challenging macroeconomic landscape, and to become future-ready.
Achieving excellence in customer experience
To be leaders in customer experience (CX), brands will need to look internally, identifying key areas to work on, and evaluate how their customer experience will look like, considering the technology needed to help drive these ambitions.
At KPMG in Singapore, we can support you in your journey by:
- Assessing current CX maturity
Through our proprietary CX maturity framework, we can work with your internal stakeholders to uncover current ways of working in relation to customer experience. We will also assess your ability to continuously deliver consistent experiences with agility and flexibility. - Designing employee and customer experiences to meet your CX goals
Leveraging our Six Pillars framework, we can design your employee and customer experience taking into account key trends and best practices. - Strategising and implementing customer orchestration
At KPMG, we believe in the power of Connected Enterprises — a customer-centric, sector-specific approach to digital transformation. With Connected Enterprise, we can help you consolidate customer data across silos and activate it to support customer-led decisioning. Our customer relationship management tools and customer data platforms can help you manage interactions with your customers, identify next-best engagements based on ML-based models and support you in creating a single view of the customer.
Customer Experience Excellence Report 2022: Adapting to change and becoming future-ready
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