CUSTOMER SERVICE EXCELLENCE

KPMG Recognised For Customer Service Consulting

KPMG is a global network of professional firms providing Audit, Tax and Advisory services. We have 227000 outstanding professionals working together to deliver value in 146 countries and territories.

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.

With a worldwide presence, KPMG continues to build on our successes thanks to clear vision, defined values and, above all, our people.

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 Experience Excellence: Personalisation, Integrity, Expectations, Time and Effort, Resolutions and Empathy,” writes ALM’s Matthew A. Merker, Senior Analyst, Management Consulting Research.

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.

This report aims 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.

The ALM Vanguard assesses firms in terms of their relative ability to create impact for their clients by displaying the relative position of workforce management consulting providers based on an evaluation of their overall capabilities according to a consistent set of criteria.

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