Customer Consulting

Our Customer Consulting Team helps you put your customer at the heart of your enterprise to drive sustainable growth and commercial value.

We help you put your customer at the heart of your enterprise.

In a future shaped by artificial intelligence, a human touch is essential.

To grow, business leaders need to put customer needs, purpose and values at the heart of everything they do. To deliver operational excellence and lower costs, the potential of AI must be carefully balanced with doing right by colleagues, customers and regulators. For the enterprises of tomorrow to thrive, they need to digitally connect millions of people to achieve more together.

KPMG Customer & Operations exists to deliver this vision. Across the front and middle office, we help leaders build high performance functions, powered by leading technology. We operationalise artificial intelligence, built on trusted data and secure cloud operations. Together, we connect up enterprises, digitally transforming the world’s biggest brands to compete in tomorrow’s markets.

What do we do?

1. Enterprise Transformation

Together, we connect up whole enterprises, to be more customer centric, digital and lower cost, with transformed technology, capabilities and cost bases.

2. Customer

We put customers at the heart of better businesses, transforming service, sales, marketing and commerce.

3. Operations

We create high performance operations, using AI to revolutionise middle-offices, supply chains and procurement.

Data, AI & Cloud

We transform how clients use data, artificial intelligence and cloud to enable their business, automate every system and revolutionise human effectiveness.

Who do we help?

Front Office Leaders

We support CMOs, sales, commercial and service leaders to put customers at the heart of everything they do. Working with Microsoft, Salesforce & Medallia, we deploy the world’s best technology to revolutionise performance.

The KPMG Nunwood Customer Excellence Centre is the world’s leading repository of customer best practice, with 12 years of award-winning research on 3500 brands.

Middle office Leaders

We work with operations leaders to enable them to buy better, operate more efficiently and optimise their supply chains sustainably, creating high performance.

We help create leading practice functions, working with technologies like SAP, Coupa and Microsoft, increasingly using AI to revolutionise middle-offices.

CEOs & Enterprise Leaders

We help CEOs, CFOs and COOs deliver end-toend digital transformation, connecting every function to lower costs and faster growth.

Guided by our Connected Enterprise sector blueprints, we work deeply in every industry to transform customer culture, enterprise agility, technology, costs and speed of change.

Data & Technology Leaders

We help CDOs power the whole organisation with cutting edge data, AI and cloud operations. This stretches from strategy to implementation, deploying the data infrastructure and services needed to support every function.

By doing this, we help transform not only the technical practices of every team, but also defining a new culture of rapid decision making and agility.

We work across every sector

Customer
Transformation

Operations
Transformation

Enterprise
Transformation

Data, AI
& Cloud

Commercial Sectors

Consumer Goods

We helped a global consumer goods business transform across 50+ markets, across technology strategy and operations. We did so by establishing a centralised Chief Customer Office (CCO), improving both market performance and CX.

Infrastructure, Government & Healthcare

Healthcare

During the COVID-19 pandemic, we designed a new primary care facility in just 21 days. We used our Customer and healthcare pathway expertise to design a facility which focused on providing a COVID-secure, patient-focused healthcare experience.

Financial Services

Banking

We helped a multinational commercial bank to implement a global system to collect, analyse and action customer insight. By integrating this into operations across 10 countries, we helped over 10,000 staff to turn insight into a source of competitive advantage.

Commercial Sectors

Consumer Goods

We helped a national supermarket chain transform their end-to-end buying process through the implementation of a cloud-based S2P solution, resulting in cost savings across the supply chain, increased productively and improved supply chain management.

Infrastructure, Government & Healthcare

Healthcare

We have worked with around 13 different NHS trusts to embed the principles of continuous improvement. Results have included training 3000+ staff, improving their financial position from £7 million to £25 million, and 20-40% improvement in staff ability to improve scores.

Financial Services

Insurance

We helped a global insurance provider transform the buying and expenses experience for their users, using a single, enhanced, technology solution which delivered a fully digital, seamless and standardised process across all of the firm’s global business units.

Commercial Sectors

Retail

We enabled a large UK Grocer to transform their end to end food and clothing operations unlocking significant cost savings and driving sustainable, profitable growth. By balancing this with customer needs, we took out cost without jeopardising customer success.

Infrastructure, Government & Healthcare

Government

We helped one of the UK’s largest councils to put citizens at the heart of its service redesign. By re-engineering everything around the people it served, we helped to create a more digital and effective organisation.

Financial Services

Banking

We have used our connected enterprise tools to help our client, one of the largest UK building societies, to assess their existing operations and define a digitised future state operating model enabling them to deliver more effective and efficient services to their customers.

Commercial Sectors

Retail

We worked with a global coffee chain to understand the commercial implications of introducing a new sales channel by analysing the client’s store/POS data. We helped the client prioritise where to launch its new sales channel in order to maximise growth.

Infrastructure, Government & Healthcare

Transport

We are delivering the Bus Open Data service since its inception in 2018. The innovative digital service collects, standardises and publishes Bus data to deliver real time bus location, timetables and fares info to all passengers in England from a single service. Since, service usage has grown by > 2,000%.

Financial Services

Banking

We worked with a major bank to automate its customer service operations by leveraging ML models that analysed customer emails to understand customers’ intent, and trigger preferred responses in a timely manner resulting in increased operational efficiencies.

Our award winning, global capability