In a future shaped by artificial intelligence, a human touch is essential.
To grow, business leaders need to put customer needs, purpose and values at the heart of everything they do. To deliver operational excellence and lower costs, the potential of AI must be carefully balanced with doing right by colleagues, customers and regulators. For the enterprises of tomorrow to thrive, they need to digitally connect millions of people to achieve more together.
KPMG Customer & Operations exists to deliver this vision. Across the front and middle office, we help leaders build high performance functions, powered by leading technology. We operationalise artificial intelligence, built on trusted data and secure cloud operations. Together, we connect up enterprises, digitally transforming the world’s biggest brands to compete in tomorrow’s markets.
What do we do?
1. Enterprise Transformation
Together, we connect up whole enterprises, to be more customer centric, digital and lower cost, with transformed technology, capabilities and cost bases.
2. Customer
We put customers at the heart of better businesses, transforming service, sales, marketing and commerce.
3. Operations
We create high performance operations, using AI to revolutionise middle-offices, supply chains and procurement.
Data, AI & Cloud
We transform how clients use data, artificial intelligence and cloud to enable their business, automate every system and revolutionise human effectiveness.
We work across every sector
Commercial Sectors
Consumer Goods
We helped a global consumer goods business transform across 50+ markets, across technology strategy and operations. We did so by establishing a centralised Chief Customer Office (CCO), improving both market performance and CX.
Infrastructure, Government & Healthcare
Healthcare
During the COVID-19 pandemic, we designed a new primary care facility in just 21 days. We used our Customer and healthcare pathway expertise to design a facility which focused on providing a COVID-secure, patient-focused healthcare experience.
Financial Services
Banking
We helped a multinational commercial bank to implement a global system to collect, analyse and action customer insight. By integrating this into operations across 10 countries, we helped over 10,000 staff to turn insight into a source of competitive advantage.
Commercial Sectors
Consumer Goods
We helped a national supermarket chain transform their end-to-end buying process through the implementation of a cloud-based S2P solution, resulting in cost savings across the supply chain, increased productively and improved supply chain management.
Infrastructure, Government & Healthcare
Healthcare
We have worked with around 13 different NHS trusts to embed the principles of continuous improvement. Results have included training 3000+ staff, improving their financial position from £7 million to £25 million, and 20-40% improvement in staff ability to improve scores.
Financial Services
Insurance
We helped a global insurance provider transform the buying and expenses experience for their users, using a single, enhanced, technology solution which delivered a fully digital, seamless and standardised process across all of the firm’s global business units.
Commercial Sectors
Retail
We enabled a large UK Grocer to transform their end to end food and clothing operations unlocking significant cost savings and driving sustainable, profitable growth. By balancing this with customer needs, we took out cost without jeopardising customer success.
Infrastructure, Government & Healthcare
Government
We helped one of the UK’s largest councils to put citizens at the heart of its service redesign. By re-engineering everything around the people it served, we helped to create a more digital and effective organisation.
Financial Services
Banking
We have used our connected enterprise tools to help our client, one of the largest UK building societies, to assess their existing operations and define a digitised future state operating model enabling them to deliver more effective and efficient services to their customers.
Commercial Sectors
Retail
We worked with a global coffee chain to understand the commercial implications of introducing a new sales channel by analysing the client’s store/POS data. We helped the client prioritise where to launch its new sales channel in order to maximise growth.
Infrastructure, Government & Healthcare
Transport
We are delivering the Bus Open Data service since its inception in 2018. The innovative digital service collects, standardises and publishes Bus data to deliver real time bus location, timetables and fares info to all passengers in England from a single service. Since, service usage has grown by > 2,000%.
Financial Services
Banking
We worked with a major bank to automate its customer service operations by leveraging ML models that analysed customer emails to understand customers’ intent, and trigger preferred responses in a timely manner resulting in increased operational efficiencies.
Our award winning, global capability
Global strategic alliances
customer & operations professionals globally
firms in our global network
FT awards
For the seventh year running, we’ve done extremely well in the Financial Times UK's Leading Management Consultants ratings. What matters the most is that this is based on the opinions of our own clients and their feedback of working with us. And, we are proud that our clients have recommended us in all 30 categories.
Read moreAnalyst recognitions
Industry analysts provide rigorous, objective research evaluations of KPMG’s global services and solutions. Their research helps clients understand the competitive marketplace, KPMG’s strengths, and how we deliver business value.
Read moreMCA awards
Now in their 25th year, the MCA awards are a celebration of the outstanding work that management consultants are involved in across the private and public sector, recognising the efforts of both individuals and project teams.
Read moreOur customer consulting services
KPMG Nunwood Six Pillars
For the last 20 years, offers have been synonymous with experience. The KPMG Nunwood Six Pillars of experience excellence have been repeatedly established as the universal set of emotional qualities. They define every outstanding customer experience which can create loyalty and drive growth. More relevant than ever, these pillars are providing businesses with an essential way to navigate the coming change.
Organisations that understand and deliver against The Six Pillars have always showcased enhanced outcomes, quick growth and greater shareholder value.
The Connected Enterprise
To thrive in this new reality, enterprises will need to be more connected, digital and customer-centric than ever before. When you combine the New Customer with the changed workforce, it touches every function not just the front office.
For organisations which are able to navigate these challenges, there exist opportunities to accelerate economic recovery and lock in long-term cost savings. They can also create enormous value, for both shareholders and society.
Our customer consulting insights
Connected. Powered. Trusted. and Elevate
Connected. Powered. Trusted. and Elevate is the KPMG suite of business transformation solutions that help clients get to a more productive and sustainable future. The solutions are designed to address different client challenges and different parts of a business or a operating model. Each one contains rich insights and is underpinned by our leading transformation methodology.
Talk to our customer consulting experts
Connect with us
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