Today’s customers are better informed, better connected and more demanding than ever before. Customer experience is overtaking price and product as the number one brand differentiator. Organizations are investing record amounts on customer related initiatives, but not all are seeing a credible return on investment. KPMG brings together expertise in strategy and implementation – as well as far-reaching industry and functional knowledge – to create better customer outcomes that produce better business returns. That means looking beyond the front-office to a wholesale transformation of functions such as marketing, sales and service – and often linking them to the middle and back office. The resulting organization is closer to customers and can deliver interactions that are seamless, responsive, relevant and consistent to build greater loyalty and share of wallet. From ambition to implementation, KPMG partners with organizations on their journey to becoming customer-centric, balancing cost against customer satisfaction, and maximizing the opportunities to increase revenue.
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