KPMG and Microsoft Build Customer Experience Cloud
Professional services firm KPMG UK has partnered with Microsoft to build its Customer Experience Cloud, using both customer and operational insights to help clients redesign customer journeys, improve employee experience, and achieve better financial returns from CX investments.
The new solution builds on KPMG’s 2015 acquisition of customer experience management and feedback technology specialist Nunwood. KPMG says the launch represents the next generation of KPMG Nunwood’s customer technology solution ‘Fizz: Voice of the Customer’, developed to allow front line staff to act on customer issues in real-time; and enabling company employees to share best practice on responding to these issues.
Now powered by the Microsoft Azure cloud computing platform, with access to machine learning, the Customer Experience Cloud has been designed to allow customer insight professionals, chief marketing officers and operational leaders to transform customer insights into better decision making and greater return on investments. Using the solution, clients can create a centralised ‘insights ecosystem’, by integrating data gathered from surveys, web site and app interactions, social media, financial, and operations sources. It can also help guide customer-centric decision making; and forecast customer lifetime value and future returns. The solution is currently being released to EMEA clients, with a global extension to the USA and APAC markets planned in spring 2018.
Tim Knight (pictured), MD at KPMG Nunwood, comments: ‘Global demand for voice of the customer technology is growing fast for a good reason; using these systems to achieve a top customer experience ranking can double a business’s revenue growth. However, for many, this link is broken. KPMG Customer Experience Cloud has been designed to address this gap. We’ve seen huge appetite from clients of all sizes to move on from sterile debates about feedback and metrics, to focus on making better decisions, redesigning journeys and creating financially-grounded business cases.’
Web sites: www.kpmg.co.uk , www.microsoft.com and www.nunwood.com .