kpmg customer experience research

Customer First

https://feed.podbean.com/kpmgcustomerfirst/feed.xml

Insights to respond to evolving customer needs and unlock new sources of customer value.

Wednesday Sep 21, 2022

Changing expectations: Healthcare and financial services

As companies get to grips with inflation, cost of living crises, supply chain issues, and geopolitical conflicts, meeting customers' expectations has never been so challenging. Today, we're having a roundtable with two of KPMG's global sector leads to talk about trends that we're seeing in the marketplace around customers and consumers, and how companies are interacting and engaging with their customers, and how they're trying to stay ahead of disruption.

Our speakers this week:

• Julio Hernandez, Global Customer and Operations Service Line Lead, KPMG International
• Anna van Poucke, Global Sector Lead for Healthcare, KPMG International
• Judd Caplain, Global Sector Lead for Financial Services, KPMG International
• Download 747

Wednesday Aug 24, 2022

The great data debate

From emerging technologies like the metaverse, to speech-processing and improved location-based services, organizations are trying to balance the quest for insight versus the protection of customer data. Today, our panel discuss what good customer privacy looks like, and how it is shaping customer interactions. 

• Sylvia Klasovech Kingsmill, Global Head of Privacy and Partner, KPMG in Canada

Paul Henninger, Global Head of Lighthouse and Partner, KPMG in the United Kingdom. 

• Download 458

Thursday Apr 14, 2022

How can companies manage rising inflation and the impact on customers? In this episode, our panel talk about the importance of brand, loyalty, and tactics that companies can take to manage higher inflationary pressure.

Our speakers in this episode:

• Yael Selfin, Chief Economist, KPMG in the UK
• Edgar Molenaars, Partner, KPMG in The Netherlands
• Download 665

Wednesday Jan 26, 2022

In this episode, our panel explore constantly rising customer expectations that are challenging companies to innovate fast to keep up, and discuss how organizations can maintain the momentum of transformation accelerated by COVID to ensure their positive results continue. Innovation is not just limited to technology but rather enabled by it.

• Isabel Zisselsberger, Partner, Head of Financial Services Strategy and Operations, KPMG China
• Sam Ganga, Principle, National Consulting Industry Leader - Consumer & Retail, KPMG in the United States
• Patrick Maes, Director, Head of Customer, Sales, Marketing and Innovation Advisory, KPMG in Belgium
• Download 658

Thursday Jan 06, 2022

Personalization

In this episode, our panel explore personalization and how companies should look to cultivate proactive, one-to-one connections with their customers that deliver on their expectations, without threatening their trust in the brand. They also discuss how, going forward, businesses must be sensitive and systematic in how they utilize data, always demonstrating the clear benefit to the consumer. 

• Amanda Hicks, Partner, Customer Brand and Marketing Advisory, KPMG Australia
• Tom Lurtz, Partner, KPMG in Germany
• Paul Henninger, Partner and Head of Lighthouse, KPMG in the UK
• Download 598

Friday Dec 10, 2021

Orchestrating experiences

Today, during our episode of Customer First, we're going to be talking about orchestrating customer experiences and KPMG's Global Customer Experience Excellence report for 2021. We'll be discussing what are the key trends from year's research and who are the companies leading the way in CX?

Our speakers this episode:

• Julio Hernandez, Global Lead - Customer and Operations, KPMG
• Jenny Roche, Partner, KPMG Australia

Peter Liddell, Global Head of Operations, KPMG

• Download 398

Wednesday Mar 10, 2021

Buying into brands

In this episode, our panel explore the emergence of a new type of customer, whose decisions are driven increasingly by purpose, integrity and reputation. They discuss how businesses can achieve customer buy-in and translate that into practice, illustrating their points with some great examples of trust-building key events.

• Jo Stringer, Partner, KPMG in the UK

Carmen Bekker, Partner, KPMG Australia

• Download 607

Tuesday Feb 16, 2021

Ethics for a new era

In this episode, the panel highlight how business success is no longer measured purely in financial terms and how purpose now has to be built into strategy if organizations are to survive and thrive. Ethics are now tightly entwined in the wider business agenda of commercial resilience and the need to implement processes both for the customer and employees to ensure brand integrity and protect against reputational damage, are discussed.

The speakers this week are:

• Tim Knight, Partner, KPMG in the UK
• Samantha Gloede, Managing Director, KPMG in the US
• Vamsi Duvvuri, Managing Director, KPMG in the US
• Download 284

Wednesday Feb 10, 2021

In this episode, the panel discuss long-lasting changes that retail and CPG sectors need to address, from last mile and reverse logistics to orchestrating eco-systems. with the changing face of the customer. They also look at the difficulties of fulfilment for small businesses as well as growing customer expectations and feedback challenges are all considered. And our panel explore how delivery has now become a point of differentiation.

• Lisa Bora, Partner, KPMG Australia
• Duncan Avers, Principal, KPMG in the US
• Iain Prince, Associate Partner, KPMG in the UK
• Peter Liddell, Partner, KPMG Australia
• Download 407

Wednesday Jan 27, 2021

Emotional intelligence

In this episode, the panel discusses how to stay emotionally connected to customers as we move to digital channels and how to use brands to build more meaningful relationships, while responding to those customers’ needs and desires for self-service channels.

Our panel this week inlcudes:

• Mike Flodin, Principal, Customer Service Transformation, KPMG in the US
• Aditya Rath, Partner, Customer and Operations Practice, KPMG in India
• Katie Bolla, Partner, Customer and Digital Practice, KPMG in Canada
• Download 297

• RETAIL NEWS
• Manufacturer News
• Wholesaler News
• In My Opinion
• FEATURED ARTICLE
• Why It Works
• ADVERTISING
• RETAIL TIMES NEWSLETTER

KPMG launches the Global Customer Experience Excellence Report 2023-24

KPMG is launching its Global Customer Experience Excellence Report 2023-24 today. Focused on Artificial Intelligence and the orchestrated customer experience, the report spans 81,725 customer interviews, over 800,000 brand evaluations including almost 3000 brands across 21 countries.

In a year where AI continues to occupy the headlines, and tech has been heralded as the answer to all our woes, the bad news is customer satisfaction saw a global decline in customer perceptions of their experiences with 90% of the countries and territories included in this year’s study recording a decline in customer satisfaction.

The good news is that of the brands featured in the hall of fame e.g., the brands ranked as the best in their country for providing excellent customer experiences, the companies not only vary in age ranging from older companies such as Keurslager in the Netherlands and KBank in Thailand, to new businesses that are still in their infancy like Air Bank in the Czech Republic and Spusu in Austria. These companies have understood that technology is only one part of the answer combining new technologies with a humanized experience. These companies start with the customer experience first and design backwards, working from the outside in. It is less about immediate margin improvements and more about customer lifetime value.

“Many of the leading organizations have already found practical use cases for AI in everyday applications. Critically, they have done this in a way that increases efficiency, but also preserves human value,” said Tim Knight, head of customer & operations, KPMG in the UK.

Customer Experience Excellence Report

Stay Informed, keep up to date! Receive real time updates from Retail Times when new articles are published in this category. You can unsubscribe at any time.

Third of UK customers will pay more for excellent service, despite cost-of-living crisis

Aldi to create 500 apprenticeship roles in 2024, more from this category, uk businesses must prioritise payment technology to build customer loyalty and stay competitive: research from lloyds bank and freedompay.

New research from Lloyds Bank and FreedomPay highlights the importance of UK businesses investing in new payment...

Strings & Things announces exciting new campaign & collaboration with The Garfield Movie

Kids snacking giant, Strings & Things, is back on TV for the first time since...

Retail banking revenues grow to EUR 365bn in 2023, Kearney reports

Leading global consultancy Kearney has today released the sixteenth edition of its annual European Retail Banking Radar,...

Seesaws are this summer’s hottest outdoor toys, The Entertainer finds

Outdoor toys are making a comeback, with searches rising by 54% over the past quarter. However,...

Key levers to encourage healthier shopping baskets – what IGD has learned from in-store trials to date

This week IGD has published a report summarising the findings to date from a study into nudging...

The Perfume Shop to open its first Valentine’s Spritz pop-up in London

🔎 retail times news search.

• Featured Articles

Introducing multifi: the finance provider easing cashflow challenges for retailers

Nespresso Professional launches new Brazil Organic coffee to expand its Origins range

Retail gets personal in 2024, says Akeneo

Beauty brands can use next-gen tech to grow sales, e-commerce panel shows

🗞️ newsletter – sign up.

Company Name

Email address:

☛ Trending & Popular News

Jason Momoa is new brand ambassador for NUII Ice Cream 2024

Mri software: footfall on high streets increased by +11.5% compared to the year previous, the most significant annual rise since july, plans for new ev super hub off the a34 given go-ahead, philip morris unveils new heatwave open digital trade engagement platform, coca-cola x microsoft announce five-year $1.1b cloud & ai partnership, retailers warned: 95% of illegal vape sellers go unpunished, new foi data reveals.

• Privacy & Cookie Policy
• Retail Times
• UK Retail News
• Privacy policy
• MANUFACTURER NEWS
• WHOLESALER NEWS

Sharing session

     09:00 - 11:00 am,      20 dec 2023 ,     f10, sunwah tower, 115 nguyen hue, d1, hcmc  ,      english,        free.

Description

The CEE Report is a KPMG global program aimed at identifying and showcasing best practices in Customer Experience from around the world. This comprehensive research provides findings for organizations to learn from and implement to enhance their Customer Experience strategies.

For 14 years, our member firm professionals have been asking about customers' perspectives on what defines a great customer experience and measuring brand performance based on the KPMG Six Pillars methodology. In Vietnam this year, our research has engaged 1,540+ consumers to evaluate 84 local and global brands in 8 sectors. Our upcoming sharing session promises to provide valuable insights and is a good opportunity for you to engage with our experts who can help drive tangible customer experience improvements for your organization.

1. Introduction to KPMG's Customer Experience Excellence Research: 

- Methodology of the research including KPMG's 6 Pillars of Customer Experience Excellence 

- Flow of questionnaires which cover customers' perception on loyalty, value, advocacy and other aspects e.g. ESG

2. Overview of CEE 2023 result in Vietnam:

- Key highlights of Customer Experience in the market including best performing brand/sector, driving pillar for customer exeperience excellence, ESG perception etc. 

- Top brands of Customer Experience Excellence

- The movement of 6 Pillars in terms of importance and key insights 

3. Overview of CEE 2023 result in Consumer & Retail and Financial Services sector:

- CEE performance of the sector versus the market (including all subsector views)

- 6 Pillars performance of the subsectors 

4. A CEE result focus in Cafe/Coffee shops, Supermarket, Banking & Insurance subsectors:

- CEE score of the ranked brands in each subsector 

- 6 Pillars performance of the ranked brands in each subsector

- Advocacy (NPS), Loyalty, Value & Channel for interaction views for the ranked brands in each subsector

5. Key observations for customer experience excellence 

After attending this sharing session, you can acquire: 

- What drive customer experience in the Vietnam market and selected sectors which will be presented 

- A view of what customers think on advocacy, value, loyalty for the ranked brands in selected subsectors which will be presented 

- Key observations as lession learned for managing customer experience effectively 

Meet the Speakers

Nguyen Vu Minh Chau

Associate director customer & operations consulting kpmg in vietnam.

Chau Nguyen - Associate Director of KPMG Vietnam, a certified expert (CCXP) with over 10 years of working experience in operations and customer experience management. She led customer experience departments and has helped clients in different industries to transform customer experience. Chau’s areas of expertise are customer experience management, product development, operating model design and cross-functional project management.

Ms. Nguyen Hoang Anh E :  [email protected]    T :  +84977111918

OnDemand Courses

The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022

The 14 providers that matter most and how they stack up.

In our 28-criterion evaluation of customer experience (CX) strategy consulting providers, we identified the 14 most significant ones — Accenture, AKQA, Bain & Company, Boston Consulting Group, Capgemini, Concentrix, Deloitte, EPAM, EY, IBM, KPMG, McKinsey & Company, PwC, and VMLY&R — and researched, analyzed, and scored them. This report shows how each provider measures up and helps CX professionals select the right one for their needs.

Want to read the full report?

This report is available for individual purchase ($2995). Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.

KPMG | Orchestrating personalised experiences helps Asia’s insurers reap rewards

• Partner Content

The key lessons from KPMG’s Customer Experience Report 2021.

In the KPMG Customer Experience Excellence (CEE) Research 2021, insurance was ranked one of the top performing sectors for customer experience (CX) in Asia, sealing the top spot in Hong Kong (SAR), China, and Indonesia, and the second spot in Thailand. The research across eight countries in Asia assessed the leading CX practices and involved over 13,600 consumers rating their experiences with 500 cross-sector brands.

This spells good news for insurance companies, who were seen as being late adopters of CX principles. There has been a clear move among Asia’s insurers towards simplification and greater agility by leveraging enhanced data analytics, AI capabilities and ecosystem partnerships to deliver a more seamless customer experience. There was also a conscious effort from insurers during the pandemic to offer holistic approaches for health and wellness, increasing transparency and simplifying claims’ processes. All these efforts have helped enhance customers’ faith in the industry, increase retention and create stronger brand loyalty.

The biggest improvement in customer experience performance was seen in Thailand compared to 2020 scores. In fact, the top performers in Thailand and Vietnam were insurance companies. Moreover, five of the top 10 rankings were taken up by insurance companies in Hong Kong (SAR), China and Thailand. The Insurance CEE score in Hong Kong (SAR), China, Indonesia, the Philippines, Thailand and Viet nam were also found to be above the market average. 

The research explores how brands fare for each of The Six Pillars of Customer Experience – Personalisation, Empathy, Integrity, Time and Effort, Resolution and Expectations – a set of characteristics that are typical of world-class customer experiences.

There are a few key trends that emerge in the insurance sector based on these findings. Firstly, the perception of insurers is improving. The pillars of personalisation, empathy, integrity and resolution among insurers have improved significantly in 2021 compared to 2020. This could be attributed to  initiatives around well-being and mental health introduced in the wake of the pandemic.

There is also an increased focus on human connection at a personal level. In five of the eight markets studied, personalisation is a clear feature driving brand advocacy. Customers value personalisation that goes beyond just “know me” to “understand me” and insurance firms in Asia are responding adequately, combining human empathy with innovative technology to deliver more emotionally connected experiences. One of the leading insurers in Hong Kong (SAR), China for example, developed a “Protection index” service on their mobile app, offering users an instant check on their protection gap and thereby enhancing the experience. It analyses the protection needs of the customer and uses AI and cloud computing to show the difference of protection gap compared to other customers with similar behaviour dynamics.

Customers today are also seeking much more than personalisation. Our survey found that nearly two-thirds of customers in Asia are willing to pay more to a company they see as being ethical or giving back to the community. Consumers also have a higher appreciation for brands who engage in Environment, Social and Governance (ESG) initiatives and whose values align with their own.

What can insurers do to act on these trends and continue improving experiences for customers? For a start, they should move away from a product-centric approach towards taking a customer journey view. Insurers should revisit their customer journeys, break down complexity, align the business around customer needs and make digital investments work to close any gaps. This means connecting front, middle and back office to drive synergies, and also linking partners and channels to fulfil the promises made to the customer.

Communicating values and focusing on things that matter to customers is more important than ever. Now that we see a demand among customers for a commitment to ESG initiatives, and even a willingness to pay, it is essential for insurers to make this a priority. If they are already engaging in ESG efforts, insurers should continue to build on their customers’ trust and amplify the communication of their values.

Technology investment should be looked at through the lens of orchestrating experiences around the customer. Insurers will have to embrace agility at scale going forward and align customer journeys with internal departmental responsibilities. New technologies will require new ways of thinking, such as moving from the traditional waterfall model to minimum viable product releases refined and improved with feedback.

Adopting a relentless focus on data can help insurers identify and prioritise the key drivers of customer experience, whether it is improving claims management, policy documentation or for speeding up policy serving. It is crucial for insurers to have an “outside-in” perspective, an understanding of who they want to have as a customer and how they’re competing in the marketplace. Tapping into their data and analytics capabilities will allow insurers to get a deeper, 360-degree perspective of the customer, and to provide hyper-personalised experiences.

Last but not the least, a good customer experience is only possible with the help of a talented team. Insurers should make every effort possible to identify the right talent, provide them with adequate training and create robust measurement frameworks to track the results of the initiatives.

Insurers in Asia have introduced several initiatives to improve customer experience and customers have responded positively, as demonstrated by the results from KPMG’s CEE 2021 report. At the same time, we also see key trends emerging such as the continued importance of human connection and ESG initiatives. Insurers should look to capitalise on these trends and build on the progress they have made by using their teams, technology, and data to orchestrate experiences around the customer. Customers may always benchmark against their best experience regardless of sector. As such the goal post for ideal experiences continues to move, pushing insurers to keep forging ahead in their transformation.

To discover more  insights for the insurance sector in Asia, download KPMG’s Customer Experience Excellence Research 2021 .

Director, Strategy & Operations, Hong Kong (SAR), China

Nikhil Chadha

Manager, Strategy & Operations, Hong Kong (SAR), China

FM Global | Resilience: No longer a choice

As climate disclosure becomes mandatory and new risks emerge from natural hazards, understanding the tools that are available to build resilience is more important than ever.

Get full access

To view the full article and get unlimited access to InsuranceAsia News's exclusive insight across 5,000+ articles

Already a Subscriber? Please Login