Customer & Growth

Customer & Growth

To achieve sustainable growth in today’s dynamic market, customer outcomes must be at the centre of every decision.

To achieve sustainable growth, customer outcomes must be at the centre of every decision.

Driving the customer growth agenda

To achieve sustainable growth in today’s dynamic market, customer outcomes must be at the centre of every decision. Customer preferences are changing and the bar on expectations is continuously being raised in our 'always on', multi-channel world.

KPMG’s Customer & Growth team specialises in helping organisations achieve a ‘customer first’ agenda to drive the desired financial and operational outcomes. We share our deep insight into the transformative activities required to deliver customer-centricity across an organisation, in order to create positive experiences as well as extra economic value.

We can work with you to broaden your understanding of the relevant market developments, and assist you to frame your strategy and transformational roadmap for the future. Every business needs a unique strategy. We will help to navigate the options and create an effective and efficient set-up that makes it clear what your business stands for when it comes to customer-centricity.

Our financial heritage brings these options forward in a pragmatic way, defining plans for growth, cost-to-serve and the business cases required to deliver them. We understand the science behind informing these decisions and have the real-world operational expertise to bring them to fruition.

Our Customer & Growth team can help you:

  • set a ‘customer first’ agenda for growth, profitability and efficiency across the enterprise
  • define what you want customer-centricity to mean to your organisation and assess the related maturity across people, processes and systems
  • understand how your customers engage with you, their expectations and motivations
  • design customer journeys from front to back of house, focusing on the needs of your customers
  • embed innovation into your culture and organisation to adapt with agility
  • assess your channel landscape, understanding the voice and behaviours of your customers, business and partners to define an optimal channel mix, and help you to migrate volumes to your preferred channels
  • enhance your investment in sales, service and marketing functions, supporting teams to build stronger customer relationships, aligning them strongly to your strategy and to drive profitable growth
  • reconsider your service strategy and delivery model, including robotic and cognitive capabilities
  • join your internal and external value chain, with your customer-centric principles
  • improve customer-facing systems for more insights, flexibility and cost management in interactions
  • connect fragmented data to create value and actionable insights.

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Customer experience and engagement overview

Watch how we can help our clients improve their customer engagement and bottom line.

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Key contact

How much is customer experience worth?

We explore how companies can deliver a winning customer experience.

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Analytics and customer insight

A Harvard Business Review report exploring unique ways to drive customer loyalty.

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Disruption calls for customer-centricity

Insights on technology driven disruption in public and financial services.

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