The leading customer brands of 2018
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.
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
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.Read more
Sophisticated data analysis is helping one of the world’s leading IT companies target marketing spend for maximum impact.Read the story
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.Read the story
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
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.Read more
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.Read more
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.Read more
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.Read more
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.Read bio
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.Read bio
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.Read bio
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.Read bio