{"id":585,"date":"2017-07-29T03:01:28","date_gmt":"2017-07-29T03:01:28","guid":{"rendered":"http:\/\/peflican.nanothemes.co\/?p=585"},"modified":"2023-04-13T09:14:45","modified_gmt":"2023-04-13T09:14:45","slug":"kpmg-recognised-as-a-global-leader-in-customer-service-consulting-in-new-alm-intelligence-report","status":"publish","type":"post","link":"https:\/\/techandbiz.com.ng\/tab-backup\/2017\/07\/29\/kpmg-recognised-as-a-global-leader-in-customer-service-consulting-in-new-alm-intelligence-report\/","title":{"rendered":"Group of a young business people discussing business plan."},"content":{"rendered":"
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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\u2019s in-depth analysis of global firms, the report highlights the effectiveness of KPMG\u2019s Six Pillars approach to Customer Experience Excellence.<\/p>\n

\u201cKPMG approaches customer service consulting within the context of accelerating differentiated customer experiences through the lens of the Six Pillars of Customer Experience Excellence: Personalization, Integrity, Expectations, Time and Effort, Resolutions and Empathy,\u201d writes ALM\u2019s Matthew A. Merker, Senior Analyst, Management Consulting Research. He continues, \u201cthe Firm advocates that if clients incorporate all Six Pillars into their customer experience, they will outperform the rest of the market.\u201d<\/p>\n

ALM\u2019s report cites KPMG as \u201cBest in Class\u201d for its Customer Service Operating System capability and recognises the impact of KPMG\u2019s Connected Enterprise framework in helping clients transform their customer experience. \u201cKPMG\u2019s customer service designs are integrated with middle-and back-office functions through [the Firm\u2019s] Connected Enterprise framework, which provides a symbiotic relationship of information sharing throughout the client organisation,\u201d the report states. \u201cThis 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.\u201d<\/p>\n

\u201cCustomer service has the largest impact on customer experience in the battle to win, retain and grow today\u2019s customers,\u201d says Julio Hernandez, Global Customer Center of Excellence and US Customer Advisory Lead. \u201cTo deliver excellence and a differentiating customer experience, organisations need to think beyond traditional \u201coperations\u201d and be more intentional in the design of the service experience\u201d.<\/p>\n

The ALM report also praises KPMG\u2019s service delivery model, highlighting KPMG\u2019s effective use of \u201cfour key components\u201d to help clients improve their delivery of a valuable customer experience:<\/p>\n