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Customer experience and engagement overview

Customer experience and engagement overview

Customers' preferences, behaviours and expectations are continuously changing in our 'always on' multi-channel world.


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Innovation and disruption brings new entrants, products, services and channels. So if your business isn’t delivering, someone’s will be. Looking at ways to delight your customers and exceed their expectations is the basis of true differentiation and key to sustainable business performance.

In our 2015 global CEO survey, Australian CEOs said customer demand is under pressure. They are concerned about customer loyalty and the relevance of their products and services in the face of change. In protecting their customer base, many businesses struggle to understand and deliver what their customers want and need, compounding the risk of churn.

At KPMG, we are driven to help our clients succeed; inspiring confidence in their customer strategies and empowering change. We help our clients find their consumer focus, from assisting with the critical pre-work (including strategic positioning, market analysis, customer segmentation and target identification work) through to customer lifecycle, channel and journey analysis.

We believe the customer must be at the heart of everything. So, we look to the enablers – your people, your processes and your technology – to better position you to attract, retain and/or better serve your customers.

We look for simplicity in process and experience, design and execution. We offer practical ideas for change, paired with pragmatic actionable plans to help you achieve your overall customer strategy. Better for business, better for consumer, better for the economy.

Ready to improve your customer connection? Talk to KPMG.

© 2020 KPMG, an Australian partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. All rights reserved. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG International Cooperative (“KPMG International”) is a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.

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