KPMG Nunwood
Publications

White Papers

Download CX white papers to identify what “best-in-class” looks like within your sector and understand how you can accelerate change within your business.

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Banking the Customer Experience Dividend

Banking leaders are challenged to create growth in a changing market. KPMG Nunwood’s analysis shows that customer experience is the key to achieving growth. For the average ‘Big 4’ bank, customer experience transformation could equate to £3.7bn in extra revenues over the next 3 years. This customer experience briefing for the banking sector explores a range of issues including: How to effectively implement customer best practice for your bank, the commercial rewards for successful transformation, understanding current performance: banking leaders & laggards, defining the target experience most associated with growth and building the bank of 2020 – capabilities and leadership needs.

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Achieving Customer Journey Mapping Success

The practice of customer journey mapping has become more widely acknowledged as a critical customer experience tool in recent years, as recognition grows of its ability to help organisations differentiate and stand out from the competition when used successfully. The best performing brands put customer journey mapping at the core of their customer experience strategies, enabling them to tailor their businesses around the customer, as opposed to ‘fitting’ their customers around the business. In this white paper we explore the common pitfalls of customer journey mapping, alongside the key principals to ensure success.

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Asset Management

Asset Management is under pressure due to squeezed margins, increasing regulatory burden, macro-economic and political, change such as Brexit, as well as new and disruptive business models, such as ‘Robo-advice’. With the client expectations growing, there is greater pressure to respond. In this report we explore the moments that matter for the asset management industry.

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