Customer experience excellence: what matters most | KPMG | AU
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Customer Experience Excellence

Customer Experience Excellence: What matters most

Understanding and exceeding customer expectations provides opportunity to deliver sustainable growth.

Deliver sustainable growth by understanding and exceeding customer expectations.

Today’s consumers are more demanding and more decisive than ever before. They know what they want and expect from the brands they interact with and will move on quickly if their needs are not being met.

In our Customer Experience Excellence Report, 2,502 Australian consumers rated the brand performance of 1200 brands across 9 sectors and the results identified:

  • personalisation and integrity as the most appreciated CX attributes
  • trust is becoming more important
  • Australian consumers perceive most experiences as lacking in differentiation
  • international companies are providing leading customer experiences
  • the current environment offers a great opportunity for sustainable growth.

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