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Customer Connections

Customer Connections

Overview of our webinars, seminars and events.


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Meet Your New Customer. Download the UK Customer Experience Excellence report 2020 

Date: 15 July 2020 


The UK Customer Experience Excellence report 2020 is here. Now in its 11th year, the report takes a close look at the top 100 businesses excelling at customer experience, identifies emerging trends, best practices and explores how to create a truly customer-centric enterprise. As we prepare for the new reality, it is more important than ever to adapt to the different needs of your New Customer. 

Download the full report for further insights.
Customer Connections: Competing in the New Reality - Global and UK insights

Date: 1 July 2020 


Consumer needs, behaviours and preferences have fundamentally changed, and what businesses choose to do to address these will be critical. Our latest research shows that consumers have become increasingly digitally savvy, they are more aware of, and willing to keep using, alternative channels. They consider value for money much more highly, with financial considerations a priority, and they require a deeper level of trust with businesses. 

Download the full report for more insights.


Establishing a Data Centre of Excellence can help you thrive in the New Reality

Date: 10 June 2020 


Social distancing will continue to have an impact on businesses. Companies are facing the complex challenge of understanding their New Customer and redefining their businesses as they return to growth. They need to take a close look at fundamental customer shifts and to define what their future business models will look like. To do this successfully will require having an intuitive understanding of their New Customer and a determination to re-mould their business as they know it. 

Read more in our latest blog.


Customer Connections: Redesigning the employee experience

Date: 27 May 2020 


Designing a ‘new reality’ which balances the triad of safety, productivity, and employee experience, is a challenging prospect facing many leaders. Design Thinking should be front and centre of the toolkit for driving this. This is also an unprecedented opportunity to engage employees in designing an experience that can inspire, engage and motivate like never before. 

Read more in our latest blog.


Customer Connections: Competing in the New Reality 

Date: 19 May 2020 


With a changing reality, comes a New Customer. The way they want businesses to interact with them is changed; their values, behaviours and demands are altered. Our latest research shows that, only those that reconceive and reinvent their business, and embrace transformation will find themselves at the top of the pack. Read more about the New Customer and how businesses need to address them in our latest Customer Connections Insights report 

Download the insights report.


Customer Connections: Preparing UK businesses for their New Customer

Date: 21 April 2020


The way customers think, behave and experience the world has fundamentally changed. Importantly, 47% of customers intend to keep interacting as they are now, post-COVID-19. So what has changed and where should businesses focus their efforts? Our latest research dives in to this and more.

Download the infographic.


Employee Connections: Kindness and loyalty in uncertain times

Date: 14 April 2020


The current COVID-19 crisis has forced businesses to re-examine their employee engagement. We’ve seen a number of businesses leading from the front and doing remarkable things to support their colleagues and customers in these extraordinary times. Our latest whitepaper highlights some of the best practices we are seeing emerging and how to lead colleagues through these uncertain times.

Download the whitepaper. 


Responding to COVID-19: Building resilience through disruption

Date: 01 April 2020


View the on-demand recording of our COVID-19 webinar with guest speakers Ian Tandy, MD of Global Trade & Receivables Finance at HSBC UK and Andrew Weir, Partner, KPMG in Hong Kong, that discusses the recent developments from the Government's package of support measures for businesses. Joined by Tim Knight, Partner, KPMG Customer Advisory, who shares his perspectives on how businesses are having to make difficult decisions about customers and employees more quickly than ever before. And, how clear, consistent principles and organisational values are key to helping you navigate this crisis with integrity. 

Watch on demand


Customer Connections: Kindness and loyalty in uncertain times

Date: 30 March 2020


Mastering deep, meaningful and human connections with customers and colleagues will become even more important to business leaders as the full force of COVID-19 comes into effect. Firms that invest in ethical, trust-building behaviours now can connect emotionally with their customers, provide invaluable support and secure long term loyalty.

Download the whitepaper.

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