Meeting growing client demand for advice on customer service and enhancing ‘the customer experience’.
KPMG in the UK has acquired Nunwood, an independent consultancy specialising in customer experience management and feedback technology. Founded in 1996, Nunwood has offices in Leeds and London. Advising companies across the retail, telecoms, financial and leisure industries, Nunwood’s annual revenues for 2014 were £8 million.
The acquisition enables KPMG to offer a full-service customer management programme to its clients, from mapping the customer journey to measuring ongoing feedback. Nunwood’s ‘Fizz: Experience Management’ technology is used by organisations like British Airways and Nationwide to provide critical customer information to hundreds of managers, often in real time.
By bringing the two firms together KPMG is continuing its strategy of driving greater value for clients through increasing adoption of technology in business operations.
Commenting on the transaction, Richard Fleming, Head of Advisory at KPMG, says: “Today’s deal is strategically very important to KPMG as it will enable us to provide clients with the tools they require to be truly customer-centric. Nunwood’s understanding of the issues driving customer behaviour, and the way they focus on improving customers’ experiences mirrors our approach of putting technology at the heart of everything we do.
“By combining forces we will be able to help clients take action, so that each decision they make is based on real-time customer feedback. At a time when companies are worrying about their market share, the combination of KPMG’s Customer and Growth capability with Nunwood’s expertise in managing the customer experience will create an advisory business ideally placed to help our clients as they grapple with the realities of a fluid customer-base that is increasingly selecting services on the basis of their experiences.”
The team is led by KPMG Partner Mark Guinibert and will comprise approximately 150 members of staff, boosted by Nunwood’s 80 employees.
Phil Rushfirth, KPMG Director and co-founder of Nunwood, added: “With KPMG’s support we will be able to meet the growing demand from current and prospective clients and extend our ability to provide them with the technology and advice that drives improved customer service.
“The acquisition provides Nunwood’s team with access to additional resources and complementary skills sets to further support our valued clients with an ever deeper understanding of global best practice in customer experience management and a one stop shop approach to its practical application”
For media enquiries, please contact:
Alison Anderson, KPMG Corporate Communications
T: 0113 254 2980
Katy Broomhead, KPMG Corporate Communications
T: 0161 246 4423
Hugh O’Reilly, Associate Partner, Customer and Growth
T: +44 (0)771 060 3089
Martin Herbert, Global Lead, Customer Experience
T: +44(0)776 692 2235
Follow us on twitter: @kpmguk
Your customer experience
Nunwood (external link)
KPMG LLP, a UK limited liability partnership, operates from 22 offices across the UK with approximately 11,500 partners and staff. The UK firm recorded a turnover of £1.8 billion in the year ended September 2013. KPMG is a global network of professional firms providing Audit, Tax, and Advisory services. It operates in 155 countries and has 155,000 professionals 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.
Nunwood provides an end-to-end approach to customer experience management: a platform to move organisations from the desire to excel through change, to leading performance.
To do this, Nunwood combines voice of the customer/NPS programmes, customer journey mapping and experience design strategy, helping clients to tackle common customer experience problems more effectively.
Nunwood’s Excellence Centre provides the basis for this, as one of the largest international studies of best practice, it focuses on researching, analysing and applying customer experience best practice from around the world.
This article represents the views of the author only, and does not necessarily represent the views or professional advice of KPMG in the UK.