KPMG puts customers first

KPMG puts customers first and buys Acuity Research

KPMG Australia has launched a new specialist Customer, Brand & Marketing advisory venture, led by partner in charge Paul Howes, which today has acquired the business of leading independent market research firm, Acuity Research and Insights.

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New Customer, Brand & Marketing business buys Acuity Research

KPMG Australia has launched a new specialist Customer, Brand & Marketing advisory venture, led by partner in charge Paul Howes, which today has acquired the business of leading independent market research firm, Acuity Research and Insights.

Gary Wingrove, CEO of KPMG Australia, expects customer and marketing advisory to be a key growth area for the firm in the next 3 years. “The CEO agenda is increasingly focused on placing customers at the heart of business – but their depth of customer insight is often insufficient. That’s where Acuity comes to the fore. Acuity’s strong track record conducting some of the country’s longest-running customer engagement and corporate image research projects provides a significant point of difference for our offering.”

A KPMG study of global CEOs out today reveals that 61 percent of Australian CEOs (and 45 percent of global CEOs) believe their depth of customer insight is hindered by a lack of quality customer data. While 89 percent of Australian CEOs feel a growing responsibility to represent the best interests of their customers, only 59 percent always evaluate the impact of changes or investments on their customers.

“This new business is a contemporary extension of our traditional customer advisory services, which typically have supported large performance improvement and business transformation projects for clients. Paul is a proven practice builder with a natural flair for customer insights and brand building. I’m confident he’ll do an outstanding job driving this new enterprise forward,” he added.

Acuity founder, Amanda Hicks, joins KPMG today as a partner, together with her team. Their research expertise includes customer experience and satisfaction, brand health, corporate and stakeholder communications strategy, and employee engagement.

”I’m thrilled to see Acuity join with KPMG in its new customer and brand practice,” said Amanda Hicks. “Organisations today are finding themselves in markets that are rapidly evolving and innovating – as are their customers’ expectations. Customer, brand and marketing strategy needs to reflect this changing dynamic.”

KPMG’s Customer, Brand & Marketing practice launches with a combined team of 43 specialists, including 6 partners. Its suite of services include customer experience strategy, customer experience design, customer journey, sales and channel transformation, marketing and product transformation, service transformation and customer insights.

Paul Howes commented: “I’m excited about this new challenge. We’re already eyeing off some further acquisitions, and I’m in the process of recruiting more top talent,” he added.

“This new business exists to transform client organisations into more customer-centric ones, to build their brands and to apply more commercial rigour to their strategies. We specialise in achieving ‘customer first’ outcomes to drive financial and operational results – and this will be a major point of difference. So watch this space!”

The business will work closely with the UK-based KPMG Nunwood Customer Experience Excellence Centre, the world’s largest customer experience think tank.

KPMG’s own approach to customer and brand centricity saw the firm being acknowledged with two major Client Choice awards this year. Mr Wingrove believes that putting clients at the centre of everything the firm does is key to his business’ success. “Success for us is really about success for our clients,” he concluded.

For more information

Kristin Silva
KPMG
T: 0411 110 953
E: ksilva@kpmg.com.au
 

About KPMG International

KPMG is a global network of professional services firms providing Audit, Tax and Advisory services. We operate in 152 countries and have 189,000 people working in member firms around the world. The independent member firms of the KPMG network are affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. Each KPMG firm is a legally distinct and separate entity and describes itself as such.

Customer, Brand & Marketing Advisory

Customer, Brand & Marketing Advisory

How we help organisations to achieve sustainable growth in today’s dynamic market by putting customer outcomes at the centre of every decision.

KPMG Acuity – Market Insights

KPMG Acuity – Market Insights

KPMG Acuity provides a full suite of insights and marketing research services.

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