KPMG Nunwood
Publications

CEE Analysis

Explore the latest national reports from the Excellence Centre, including UK and US publications, to learn from the best practices of innovative and fast moving brands within the CEE top 100.

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The Connected Experience Imperative - 2017 UK Customer Experience Excellence analysis

Never before have brands been under such pressure to perform. Constant improvement is now routinely expected. We are moving towards what some describe as the expectation economy. Based on extensive research and packed with practical insights, our 2017 report is essential reading for anyone who wants to understand how to use CX as a mechanism for superior profitability.

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US CEE 2017 - Engineering a Human Touch in a Digital World

We are marching into a new generation of digitally-enabled customer experiences and there is no turning back. As a result, the question customer experience professionals ask most frequently is: “If human interaction is what drives emotionally connective customer experiences, how do we compete in a digital future?” The 2017 US Customer Experience Excellence analysis reveals how the exemplar organisations are adapting to this new world full of digital disruption.

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UK CEE 2016 – Making Memories

The creation of positive memorable experiences is becoming the new battleground in improving customer value. The 2016 UK Customer Experience Excellence analysis identifies the exemplar brands and explores the importance of creating memorable experiences to achieve brand loyalty.

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B2B CEE 2017 – Winning In The Moments That Matter

In the world of business-to-business (B2B), commercial success for an organisation lies in the strength of the relationships it creates with its customers. In any walk of life, relationships are won or lost in key moments. Relationship-defining events occur infrequently and fleetingly. Successful firms capitalise on the moments that matter, while also executing appropriately on those that don’t. The report examines the critical moments in B2B relationships and offers a Six Pillar framework to assist in making the most of the moments that matter.

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