Customer Management

Thriving in a ‘brand’ new era of customer expectations

Remember when simply offering consistently good customer experiences was enough for companies to impress and retain their clients? With customer expectations growing by the minute, and as our 2019 Luxembourg Customer Experience Excellence report shows, those days are long gone. Luxembourg’s consumers are demanding more from their brand interactions — and bra […]

Let’s remove all paperwork from onboarding

For decades, onboarding processes have remained the same. Manually done and prone to errors, this crucial step in a customer’s journey is often a frustrating one—but onboarding is essential in anti-money laundering and know-your-client regulations, as well as in the Foreign Account Tax Compliance Act. Onboarding seems, at its root, a simple task: gather t […]

Using robots to create value for customers and employees alike

Digital labour is a vast and complex realm. Today, it is hard to find a business process that wouldn’t benefit from growing technological innovations, but finding the right solution, one that operates on multiple levels, can be tedious for a company. Of course, from the customer’s perspective, this doesn’t matter—as long as the end product or service […]

The six characteristics of customer champions

Here’s a slightly different travelogue on Luxembourg: this summer, my colleagues and I travelled the country from east to west, from north to south, through tropical temperatures, in order to meet the customer champions identified by our KPMG Customer Experience Excellence Study 2018. Founders, CEOs, CMOs, CHROs, CXOs, and COOs of international and local brand […]

How banks are tearing down and rebuilding customer experience

“The customer is always right!” So goes the motto of good business. For a century or more, entrepreneurs, shopkeepers, and global corporate heads alike have been guided by this principle, but perhaps it needs to be slightly updated. Because, today, customers are not only right—they’re also telling you how to run your business. “The customer has […]

How empowered patients are transforming healthcare

While the nature of healthcare systems may vary among countries, they share many challenges. Convergent forces such as ageing populations and increasing rates of chronic conditions, alongside rising expectations for higher quality care, are observable worldwide. Taken together with emerging digital technologies and medical advancements, one challenge has become […]