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Put customer expectations at the heart of your business

Getting close to customers means uniting your organisation around delivering to their expectations. With the right insight, innovative technology and new ways of working, we’ll help you create personalised experiences at every touchpoint, building customer trust that drives value and growth.

Power to the People: 2019 UK Customer Experience Excellence Analysis

The world of customer experience management continues to be in a state of flux. As consumer expectations rise, organisations are continually looking for ways to differentiate themselves from their peers – a task that can no longer be achieved with competitive price points.

In the latest Customer Experience Excellence Analysis, we’re seeing remarkable stories of brands that are not only becoming better acquainted with customers, but are delighting and surprising with zealous innovation. The ability to make the right connections and walk in-step with people’s lifestyles, needs and desires has real currency in the unpredictable world of 2019.

Few people debate the importance of deep customer insight and empathy, and the need to get closer to the customer. But how many can truly claim to have done so in the face of constant, seismic change? This report explores the world of today’s multi-dimensional customers and what drives the choices they make.


This year’s report explores five key themes:

Driving growth: the trust imperative Trust is the basis of all positive human relationships and is the foundation stone for employee engagement. If employees do not trust the organisation, how can customers?

Employee experience economics There is a strong economic link between EX and CX, firms who master both can achieve higher growth.

The problem-solving organisation The key source for understanding, and finding solutions for customer problems, is employees. Millions are wasted on complex analysis and consulting, when often the simple solutions sit with front-line colleagues.

Employee journey management Transformation success requires alignment between the employee lifecycle and employee journeys and the customer lifecycle and customer journeys.

The connected enterprise A new working covenant is required between the HRD, CMO and CXD whereby each is clear on how they make their contribution to customer experience.

Case studies

Case study: Reaching out with digital

Digital technologies are transforming banking. New digital strategies are needed to ensure growth and ensure banks continue to appeal to a new set of customers.

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Case study: Going for growth

Sophisticated data analysis is helping one of the world’s leading IT companies target marketing spend for maximum impact.

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Case study: Blazing a trail in customer experience

In 2010, Nationwide set out on a pioneering journey to transform customer experience. Today, the organisation sets the bar on customer experience across sectors, not just in banking.

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Power to the People: Fuelling Customer Obsession

Thursday 4 July 2019
13:00 - 14:00

If you missed our webinar, access the download link below for the full recording. Discover how your peers ranked and what you can learn from them, and hear from our industry experts on what practical steps you can take to help your organisation lead a customer revolution.

Download today

Make the connections

What are the biggest barriers to building customer trust?

Consumer fears around cyber security

Successful organisations must anticipate and respond to commercial opportunities arising from consumers who increasingly demand trusted and digitally enabled experiences. In this report, we explore what it takes for consumers to stay with a brand when things go wrong – and whether organisations genuinely place consumer interests first during times of crises.

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Re-imagining the supply chain to meet customer expectations

Digital disruption is changing the world in which we live and work. New technologies have created new markets and new ways of working. This level of competition is driving increasing customer expectations, and the pace of change is unlikely to slow any time soon. Download our practical guide to designing and operating supply chains for a digital world.

Download here

Using technology to build trusted brands

Trust has always been a powerful currency. There are real, tangible benefits for organisations that build customer relationships based on trust. Download our report to learn the five foundational actions that organisations can take now to start changing the cultural norms of the modern technology function to build technical trust.

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Get a deeper understanding

Retail trends in 2019

Getting consumers to notice your brand amid all the noise in the market is a continually evolving challenge. In this publication, we discuss the biggest trends impacting global consumer and retail businesses, highlighting how retailers are taking up the challenge and staying competitive.

Read the report

Harnessing a customer first approach in a changing world

In this report, we share the results of our first multi-country survey of customer experience. Based on the responses of almost 55,000 consumers across 14 countries, we have identified which brands are delivering the best experiences from the consumer’s perspective.

Read the article

UK Customer Experience Excellence analysis

Based on extensive research and packed with multiple best practice case studies from leading customer brands, our 2018 report is essential reading on the role of insight in driving organisational growth.

Read the survey

Explore our services

Customer Strategy

Assess which markets are right, prioritise the customers that have the most potential and meet their needs completely and simply.

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Customer Experience

Design customer journeys that bring the voice of the customer into the heart of your decision making.

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Customer Data & Analytics

Apply compliant master data management to build a competitive edge and create value for your business and customers.

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Customer Excellence

Create real business results with full-service customer insights, journey mapping and leadership strategy.

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Get in touch

To find out how our expert teams deliver connect consulting to support your digital transformation, get in touch today.

Contact us

Meet our team

Adrian Clamp

Head of Customer Advisory

Vicki Joshi

Director, Customer Lead for Insurance

David Conway

Director, KPMG Nunwood


Is your brand in
the top 100?

If you missed our webinar, access the download link below for the full recording. Discover how your peers ranked and what you can learn from them, and hear from our industry experts on what practical steps you can take to help your organisation lead a customer revolution.

Download today