Personalising the student experience | KPMG UK

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Student expectations of their university experience are changing. To keep up with the first and future generations of digital natives, experiences need to be tailored to the individual, informed by AI and real time data. No longer are universities able to segment students based on broad categories, they must analyse individual behaviours in real time and use this to deliver impactful personalised experiences across the student lifecycle.

Download the full report to explore key findings from our global survey of more than 400 university leaders and students, and learn how institutions are delivering personalised student experiences.

Andrea Turley

Partner

KPMG in the UK

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93% of universities are already using AI

Adoption is accelerating rapidly, with 93 percent of universities already using AI to personalise student experiences —positioning AI as a key enabler of scale, but not a substitute for strategy, governance and design.

58% of university leaders believe AI will transform how universities operate and students learn

Adaptive learning platforms, virtual tutors and early alert systems tailor content and interventions to individual needs, helping students stay on track academically.

66% of university leaders say that personalising the student experience is a high priority

As personalisation moves from aspiration to expectation, the challenge for many universities is no longer whether to act, but how to act and at what scale.

Higher Education Report

Higher Education Report

This KPMG report discusses how higher education institutions can use data, technology, and personalisation to create better student experiences, improve engagement and retention, and support student success throughout their educational journey.

Download

Universities struggle to keep up with changing student expectations. The sector needs to prepare for future generations-Generation Beta-who will be ‘AI naturals’ with AI being integral to their upbringing. Globally, university leaders recognise the impact AI will have on teaching and learning and how they operate, and understand the need to prioritise the student experience at scale. They need to break down workforce silos to re-design the end to end student journey, ensuring they deliver seamless, personalised, digital first experiences. No small task to keep up with the pace of change, but in order to grow and differentiate in a highly competitive market it is essential to invest in the student experience.

Andrea Turley

Education Partner

KPMG in the UK

5 key takeaways

Treat student experience as a whole-of-university strategy

It must span teaching and learning, services, data and governance—not sit within a single function.
Focus on outcomes, not activity

Leading universities align investments to measurable student and institutional value.
Use AI to understand the student

AI enables better decisions at scale, enabling institutions to hyper-personalise student experiences.
Be deliberate about where to personalise

Prioritise high-impact moments across the student lifecycle.
Address culture, and ways of working

A lack of governance and siloed ways of working are often the biggest barriers to scaling personalisation.

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How KPMG can help

Powered Student is our global Higher Education offering that delivers a leading practice student experience, underpinned by effective processes, technology, and a robust change methodology to accelerate digital change programmes and ensure delivery of business outcomes. We focus on embedding intuitive and personalised user journeys, and creating trusted, timely data that supports decision making across the end to end student lifecycle. Get in touch to learn how we can support your institution in advancing its personalisation journey.

Higher Education Report

Higher Education Report

This KPMG report discusses how higher education institutions can use data, technology, and personalisation to create better student experiences, improve engagement and retention, and support student success throughout their educational journey.

Download

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