Oliver Haywood
Customer and Digital Lead
KPMG in the UK
Oliver has extensive experience in supporting leading brands with the design and delivery of strategic, customer-centric business change. He helps clients to develop clear, robust visions and designs for new operating models – then supports through the full implementation and benefits realisation cycle.
He is passionate about helping clients to be genuinely customer-centric organisations; placing customer experience and proposition at the heart of the business. He assists clients in navigating and exploiting the rapidly evolving digital and disruptive technology landscape – to make the best investments for their customers and business performance. He brings specialist experience in sale effectiveness transformation, including CRM design and deployments – and is part of our overall Microsoft Dynamics capability. He also has deep knowledge of customer service delivery models – and has built and run contact centres from scratch. He brings strong knowledge of the vendor landscape, sourcing and procurement strategies, complex project and programme management experience.
As part of the KPMG Customer and Digital Leadership Team, he brings together digital and customer experience design, insight and business architecture skills to deliver innovative, market leading solutions for both B2C and B2B clients in regulated and non-regulated sectors.