The ALM Vanguard report ranks Customer Service consulting firms based on their capabilities to create client impact through their depth of expertise and the ability to deploy across a range of engagement models. In ALM’s in-depth analysis of global firms, the report highlights the effectiveness of KPMG’s Six Pillars approach to Customer Experience Excellence.
“KPMG approaches customer service consulting within the context of accelerating differentiated customer experiences through the lens of the Six Pillars of [Customer] Experience Excellence: Personalisation, Integrity, Expectations, Time and Effort, Resolutions and Empathy,” writes ALM’s Matthew A. Merker, Senior Analyst, Management Consulting Research. He continues, “[The firm] advocates that if clients incorporate all Six Pillars into their customer experience, they will outperform the rest of the market.”
ALM’s report cites KPMG as ‘Best in Class’ for its Customer Service Operating System capability and recognises the impact of KPMG’s Connected Enterprise framework in helping clients transform their customer experience.
“KPMG’s customer service designs are integrated with middle- and back-office functions through [the firm’s] Connected Enterprise offering, which provides a symbiotic relationship of information sharing throughout the client organisation,” the report states. “This closes performance gaps in customer interaction and service delivery while providing transparency into opportunities for improvement in daily operations to increase efficiency and reduce costs.”
“Customer service has the largest impact on customer experience in the battle to win, retain and grow today’s customers,” says Julio Hernandez, Global Customer Centre of Excellence and US Customer Advisory Lead. “To deliver excellence and a differentiating customer experience, organisations need to think beyond traditional ‘operations’ and be more intentional in the design of the service experience. They must connect customer service to the Connected Enterprise and do so in a way that makes economic sense.”
The ALM report also praises KPMG’s service delivery model, highlighting KPMG’s effective use of “four key components” to help clients improve their delivery of a valuable customer experience:
Customer service economics that includes rapid assessment of the customer-service landscape to prioritise change that balances cost-to-serve with value.
Intentional service design that enables best practice customer journeys and service processes through intelligent data engineering and market alliances.
Innovative self-service capabilities that empower customers to self-serve more often and interact across channels.
Modernised workforces that are equipped with digital tools to augment capability and deliver the highest value.
Adrian Farrugia, Associate Director leading the Customers & Operations Advisory at KPMG in Malta stated that “We are thrilled that KPMG has been ranked as the leading CX services. This reaffirms the trust our customers have in our abilities and approach which deploys a wealth of best practice from our Customer Experience Excellence Centre and the rich insights we have gained from millions of points of customer feedback.”