Helping clients meet their business challenges begins with an in-depth understanding of the industries in which they work. That’s why KPMG LLP established its industry-driven structure. In fact, KPMG LLP was the first of the Big Four firms to organize itself along the same industry lines as clients.

How We Work

We bring together passionate problem-solvers, innovative technologies, and full-service capabilities to create opportunity with every insight.

Learn more

Careers & Culture

What is culture? Culture is how we do things around here. It is the combination of a predominant mindset, actions (both big and small) that we all commit to every day, and the underlying processes, programs and systems supporting how work gets done.

Learn more

A 360-degree customer view comes to life

KPMG and Google Cloud helped a global life insurance subsidiary empower its customer-facing team with fact-based decision support.


A Latin American subsidiary of a FORTUNE 500 global life insurer




Sales transformation enabled with Google Cloud

Client challenge

Life insurance is a highly personal business. Customers share intimate details of their lives with their sales agents, who may be complete strangers at first. The name itself seems to connotate customers for life but that isn’t always the case. Customers value personalization; they want experiential rather than transactional relationships. And this FORTUNE 500 global life insurer knew without meaningful and correct client journey data available across job functions, the view of the customer would be muddied, and the customers’ experience would be the same. The global parent company successfully demonstrated how leveraging customer knowledge, enabled by advanced data practices can help attract, retain, and grow lasting client relationships, intrinsically driving overall performance.

Moving forward to share this success with one of its Latin American subsidiaries, KPMG and Google Cloud joined forces with our client to conduct design-thinking workshops and, ultimately, helping achieve clear and accurate data to deliver a powerful 360 degree view of its customers for the first time.

For the first time, complete customer profiles—demographics, policies in force, premiums, and claims history—are easily visible to sales agents and company executives setting up the entire organization for future success.


Working with company executives and independent sales agents, KPMG and Google Cloud conducted a series of design thinking workshops using techniques such as journey mapping and persona development, in order to identify and prioritize solutions for a cloud-enabled sales transformation. The joint team helped the company conceive and pilot a mobile-enabled 360-degree view of their customers in a record time of just three months. KPMG:


Secured buy-in for a customer insights dashboard, using the claims process as the pilot use case.


Applied parent-company knowledge about customer data privacy and cloud security audit protocols to guide the aggregation and migration of previously disparate data pools to a single Google Cloud platform repository.


Leveraged user experience insight and data visualization to design user-friendly dashboard versions for both agents and executives to support point-of-contact selling, segmentation, and product development.


Successfully tested the proof of concept using masked company customer data in a secure environment, positioning the profile tool for company-wide deployment.

Benefits to client

For the first time, complete customer profiles—demographics, policies in force, premiums, and claims history—are easily visible to sales agents and company executives setting up the entire organization for future success. Specific benefits include:


Efficiency of design thinking, persona development, and customer journey mapping are innovation drivers and can be used for future innovation sessions to quickly drive concepts to operational impact.


Sales agents and customer-facing team members are now empowered with fact-based decision support to manage their relationships, delivered to them via mobile devices; data at their fingertips to help upsell and cross-sell while delivering overall improved customer care.


Backed by cloud analytics and industry-specific metrics, executives have new visibility across the policy portfolio to support segmentation, product-development strategies, and insight-based decision-making and planning.


Security of customer data in a multicloud operating environment successfully demonstrated as a pilot for other use cases.


  • Clients want advisers with a deep understanding of their chosen technology solution
    KPMG draws upon our alliance with Google Cloud to synergize their platform’s strengths in next-generation customer experience, artificial intelligence, and machine learning with our own domain knowledge in data security, regulatory compliance, and enterprise deployment to provide powerful 360-degree views of our client’s customers.

  • We understand sales transformation
    Our Future of Sales principles and outlook have been distilled from addressing the challenges faced by sales organizations of every size, across sectors, including field-force enablement, data-driven marketing and segmentation, the application of industry-specific key performance indicators and benchmarks, incentive structures, and training.

  • We actively explore ways to bring frontier ideas to life
    To structure the Innovation Workshops that led to the dashboard and executable roadmap, we combined Google 10X thinking with our own experience in customer experience design thinking, persona development, and customer journey mapping, all within a codevelopment partnership model.

  • Subsidiaries of global entities value global partners
    Clients appreciate our ability to think globally, but deliver locally. Extensive experience with the global parent company gave us relevant insight about its innovation-driven culture, as well as organizational sensitivities around customer data security and managing multicloud or hybrid cloud environments.

Meet our team

Image of Gary Plotkin
Gary Plotkin
Principal, Advisory, Platforms, KPMG LLP
Image of Kes Sampanthar
Kes Sampanthar
Managing Director, Growth & Strategy, KPMG US

Explore other services tailored to your business

Thank you!

Thank you for contacting KPMG. We will respond to you as soon as possible.

Contact KPMG

Use this form to submit general inquiries to KPMG. We will respond to you as soon as possible.

By submitting, you agree that KPMG LLP may process any personal information you provide pursuant to KPMG LLP's Privacy Statement.

An error occurred. Please contact customer support.

Job seekers

Visit our careers section or search our jobs database.

Submit RFP

Use the RFP submission form to detail the services KPMG can help assist you with.

Office locations

International hotline

You can confidentially report concerns to the KPMG International hotline

Press contacts

Do you need to speak with our Press Office? Here's how to get in touch.