Service Excellence

Service Excellence

While an agile digital strategy is a game changing initiative that supports the delivery of a positive customer experience and maintains cost control, lasting customer-centricity often requires organizational culture change. Do you understand how customers want to buy and have you aligned your service strategy?

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Global Insurance High Growth Markets and Innovation Lead

KPMG in Canada


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To become truly customer-centric, organizational product silos need to be broken down, with sales and service propositions spanning all business lines. Front-end and customer related channel solutions should be fully integrated with the back-office while benchmarking customer service levels and ‘cost-to-serve will help insurers focus on the 80% of transactions that generate the greatest value.

Service excellence can provide:

  • A customer centric organizational and operating structure to improve customer experience and advocacy.
  • Lower levels of complaints and increased customer referrals.
  • Improved service levels, lower costs to serve and improved retention rates.
  • Improved propensity to buy additional products.
  • Reengineered customer touch points that strengthen brand recognition and loyalty.
  • Differentiated customer service levels based on customer value.

KPMG’s approach focuses on helping insurers with:

  • Targeted operating model strategy
  • Digital and mobile strategy
  • Developing customer-centric people
  • Introducing customer-centric processes


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