Changing Futures - Customer | KPMG | UK
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Customer

Together we can put customers at the heart of your business.

Go beyond knowing your customers to collaborating with them when you use advanced analytics to enrich your customer insights. We can help uncover what your customers really want and then design experiences that are engaging, personalised and profitable.

Interview: Tom Roberts and Vicki Joshi on how digital transformation can create a connected enterprise that delivers benefits.

UK Customer Experience Excellence Analysis: Ignite growth

Customer insight is a vital strategic business asset but few companies are able to harness it effectively.

Commentators may vary in their estimates, but there is general agreement that the majority of market research spend is wasted. According to an article by Harvard Business Review, only 11% of customer impacting decisions are backed with data insights. A fact which suggests that the majority of decisions are based on guesswork or, at best, intuition.

For some organisations this intuition is driven by real closeness to the customer, but for the majority it is based on what people think the customer wants and, in today’s rapidly changing consumer world, that is a dangerous place to be. What do customers need, want and value? How can they be served better? How can insight be harnessed to achieve a superior competitive position?

In our 2018 UK Customer Experience Excellence analysis, we reveal:

The leading customer brands of 2018

How to manage the insight eco-system

The future of insight and how it can be used to power growth

Tomorrow’s customer journey, powered by customer insight

Transformation stories

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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Webinar

Presenter
David Conway
Director, KPMG Nunwood
Date
Thursday, 05 July 2018
Time
12:00 - 13:00

Tomorrow’s experience, today- What can you learn from the world’s leading customer brands?

The customer relationship has never been in such flux. As a result, deep, effective insights have never been more important. Companies that fail to meet these expectations are losing out on significant revenue to businesses who understand the value of customer experience excellence. In this webinar, we will reveal what is required to create a customer-centric organisation of the future, the world’s leading customer brands and how you use insight to understand the mind of the customer.

Download the webinar here

Get a deeper understanding

Me, My Life, My Wallet

Today's consumer grows more complex by the day. Tomorrow's consumer is less predictable than ever. And the collision of geographic, geopolitical, demographic and technological revolutions has created a 'perfect storm' that’s making customer centricity a prerequisite for survival, far from management ideal.

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Global Customer Experience Excellence report: Tomorrow’s experience, today.

With the rapidly increasing pace of global change and the growing complexity of everyday life, businesses must have one foot in the present and one foot in the future to deliver competitively superior customer experiences. New technology is creating a heightened level of expectation among consumers. Companies that fail to meet these expectations are losing out on significant revenue to businesses who understand the value of customer experience excellence.

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A perfect storm of disruptive change

As customer trust in big businesses declines, UK insurers are turning their focus on customer experience (CX) to gain a competitive advantage. In this report, KPMG Nunwood define The Six Pillars of Customer Experience to help insurers deliver superior customer experience.

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The Five Mys: understanding how and why customers make decisions

Do you really know your customers as well as you think you do? The Five Mys – My Motivation, My Attention, My Connection, My Watch and My Wallet – are a new way to understand the collective influences on today’s consumers, their decision-making, preferences, choices and spending.

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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.

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Meet our team

Adrian Clamp

Adrian Clamp

Head of Customer Advisory

Adrian has over 20 years’ experience working with large, complex organisations to lead their transformation programmes and implement new customer-facing technologies and operating models.

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Vicki Joshi

Vicki Joshi

Director, Customer Lead for Insurance

Vicki has over 15 years’ experience working in partnership with leading brands to define their customer experience strategy, transform their omni-channel customer experience and design and implement customer journeys that deliver a differentiated brand experience.

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Tom Roberts

Tom Roberts

Director, Digital Lead for Banking

Tom Roberts has over 15 years of experience running and transforming businesses and delivering programmes of strategic change. He is very passionate about creating innovative and value-driven customer experiences for our clients leveraging the global network of KPMG’s Fintech partnerships and strategic alliances.

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David Conway

David Conway

Director, KPMG Nunwood

David Conway co-manages KPMG Nunwood’s customer experience management practice and oversees the Customer Experience Excellence Centre, an on-going approach to systematically identifying global best practice.

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