B2B Customer Experience Services

In the B2B environment, customer experience (CX) is rarely defined by the visible touchpoints alone. The greatest impact often comes from the hidden layers beneath the surface - operational processes, data flows, decision structures, cross-functional alignment, and experience risks that traditional CX models fail to capture.

KPMG’s B2B Customer Experience Consulting Service is designed to address the real complexity of B2B decision-making. Using globally proven frameworks and advanced diagnostics, we help organisations gain a clear view of their current experience performance and identify the factors shaping customer outcomes.

Through our dual-lens CX model, behavioural personas and frontline capability building, we bring structure and behavioural insight to how organisations engage with multi-stakeholder buying centers.

Our enterprise-wide CX operating model provides a scalable foundation for improvement, helping organisations strengthen cross-functional alignment, enhance post-sale delivery and reduce friction across the customer lifecycle.