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Customer centricity
KPMG's knowledge base of research to inform your most important business decisions.
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Modernize contact center technology
August 28, 2020
Satisfy your customers with efficiency and at a lower cost by using service technology to its highest advantage.
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Accelerate customer self-service
August 28, 2020
Quick and satisfactory resolution of common customer service issues can help your business succeed in the new, digital reality.
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Interaction + Relationship = Customer experience excellence
August 19, 2020
Novel approaches taken by six leaders identified in the 2020 KPMG customer experience excellence survey
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Collaborating to create meaningful marketing metrics
August 05, 2020
Finding an effective set of marketing metrics requires the CMO and the CFO to work together.
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Emerge stronger: Realign sales investments
June 25, 2020
Rethink your sales model to improve ROI on sales spend in response to today’s changing economic, industry and customer dynamics.
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Mid-year outlook | Ten key regulatory challenges of 2020
June 23, 2020
Anticipating heightened financial services risks
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Customer connections: Kindness and loyalty in uncertain times
June 17, 2020
Respond with best practices to help protect your business now and seed future growth.
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Navigating Sales Compensation during COVID-19
May 22, 2020
Motivating and rewarding sales teams for the recovery
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COVID-19: Balancing cost and experience to emerge resilient
April 24, 2020
In times of disruption, how can companies manage spend across marketing, sales and customer service while maintaining the right customer experience?
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A customer-first approach for unprecedented times
April 07, 2020
Treat your customers with empathy and integrity during uncertain times.
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The future of automotive retailing
December 13, 2019
The many roads to the ultimate buyer experience