As part of the research, brands are assessed against six key criteria. The Six Pillars of Customer Experience Excellence have been consistently shown to be the essential characteristics needed to build strong experiences.

The presence of these six factors is essential if commercially beneficial outcomes are to be generated from superior customer experience, whether that be increased share of wallet, loyalty, or advocacy; these six factors are the prerequisites for commercial success. Furthermore, as they are all interconnected, it is essential to be good at all six.

Interestingly over the past couple of years there has been a rapid rise in holistic thinking, and realization that a competitively superior experience is multi-dimensional and often multi-sensorial. The leading Irish organisations are masters at managing the Six Pillars as a set.

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Integrity

Being trustworthy and engendering trust

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Time and Effort

Minimising effort and creating frictionless processes.

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Resolution

Turning a poor experience into a great one.

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Personalisation

Using individualised attention to drive emotional connection.

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Expectations

Managing, meeting and exceeding expectations

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Empathy

Achieving an understanding of the customer or employee’s circumstances to drive deep rapport.

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If you have any queries on the KPMG Global Customer Experience Excellence report 2022, or the implications of the issues covered, please contact our team below. We'd be delighted to hear from you.

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