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Customer & Operations

Customer & Operations

We help business and government to improve operating model performance with clear strategy and technology.

We help improve operating model performance with clear strategy and technology.

Businesses today must deal with constantly-evolving macro trends, global issues and industry challenges. Business leaders, continuously seeking to achieve a competitive advantage position for their organisations, are challenged to understand which global patterns are most relevant to their industry, how and when they should act to be in a better position than the competition, and how best to balance investments. All levels of government and public sector organisations face new complex challenges.

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.

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.

Our Customers and Operations professionals consider the changing global and local conditions and market challenges before addressing each organisation’s pressing concerns.  We help our clients envision, develop and execute dynamic business strategies and build the organisational capabilities required to continuously improve and adjust.

At KPMG, we are driven to help our clients succeed; inspiring confidence in their 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 look for simplicity in business and operational process, design and execution. We offer practical ideas for change, paired with pragmatic actionable plans to help you achieve your overall business strategy. Better for business, better for consumer, better for the economy.

We provide a broad range of support through the following services:

Customer Advisory

  • Customer Experience
  • Customer Journey Management
  • Customer Communication
  • Customer Retention Management
  • Campaign Management  
  • Customer Satisfaction
  • Customer On boarding
  • Operational Management
  • Operational Performance Improvement
  • Business Process Automation
  • Quality Management/Standards

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