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KPMG named a global leader in Service Operations Consulting in recent ALM Intelligence report

KPMG named global leader in ALM Intelligence report

Connected Enterprise propels KPMG to leader status and "Best in Class" for Operating System.

Amy Greenshields

Head of Communications, Global Advisory

KPMG International


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KPMG has been named leading global providers for Service Operations Consulting in a new ALM Intelligence Vanguard report. The ALM Vanguard Service Operations Consulting 2019 report assesses providers based on their breadth and depth of services provided as well as client impact.

KPMG's Connected Enterprise framework received substantial praise throughout the evaluation. In addressing KPMG's operating system, the report states, “KPMG continues to invest in its Connected Enterprise framework with proven results, as clients enjoy increased transparency and cohesiveness across the front- middle-, and back-office of customer experience capabilities. This approach significantly improves data flow across the enterprise, creating insights for further operational improvements that ultimately improve customer journeys.”

“KPMG's Connected Enterprise framework leaves clients well-equipped to manage customer experience,” says report author Matthew A. Merker, ALM Intelligence Senior Analyst, Management Consulting Research. “Seamlessly blending front-, middle-, and back-office operations from a technology and people perspective, clients enjoy a cohesive capability that creates a strong atmosphere for continuous improvement.”

“Connected Enterprise is designed to provide clients a clear and holistic vision for the future of their business, aligned across the front, middle and back office and optimized for both customer and employee experience,” says Miriam Hernandez-Kakol, Global Head of KPMG Management Consulting and Global Lead for KPMG Connected Enterprise. “We are pleased to have our insight-driven approach, along with the results it has generated for clients, recognized in this important evaluation.”

The report also lauds KPMG's Service Operations Consulting noting it provides “improved transparency of operations, better understanding of customer needs and built-in agility in operating model frameworks to rapidly alter approaches as customer demands change.”
“We strive to provide clients the complete set of tools and capabilities needed to succeed today within an agile framework that allows them to quickly and effectively adapt to future changes,” continues Hernandez-Kakol.

KPMG earned `Best in Class' for Operating System and improved in all major capabilities from the 2018 evaluation. The report notes that `Best in Class' providers “evidence deep capabilities in specific areas of Service Operations Consulting and stand out from their peers for their highly effective and often innovative consulting approaches and service delivery.”

The report also highlights the strength of KPMG's Ignition Centers, customer experience market research and data & analytics service. These capabilities provide KPMG clients “new and innovative solutions with built-in in stakeholder buy-in” and helps to ensure “clients are on the leading edge of trends… creating capabilities predictive of future customer needs.”

For further information contact:
Amy Greenshields
KPMG International
+1 416 777 8749

About KPMG International

KPMG is a global network of professional services firms providing Audit, Tax and Advisory services. We operate in 153 countries and territories and have 207,000 people working in member firms around the world. The independent member firms of the KPMG network are affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. Each KPMG firm is a legally distinct and separate entity and describes itself as such.

Throughout this release, “we”, “KPMG”, “us” and “our” refer to the network of independent member firms operating under the KPMG name and affiliated with KPMG International or to one or more of these firms or to KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.

About ALM Intelligence

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