Video Content

There is general agreement that the majority of market research spend is wasted. According to an article by Harvard Business Review, only 11% of customer impacting decisions are backed with data insights. A fact which suggests that the majority of decisions are based on guesswork or, at best, intuition. For some organisations this intuition is driven by real closeness to the customer, but for the majority it is based on what people think the customer wants (which is a dangerous place to be). This means the current focus on customer experience, the need for customer led growth and the drive for competitive advantage demands customer and market insight like never before. In this webinar, we discussed: • The leading customer brands of 2018 • How organisations are using insight to drive growth • How to manage the insight ecosystem • What the future of insight looks like

New experiences and new competitors are now continuously resetting customer expectations. At the same time, new technologies – artificial intelligence, machine learning, bots, predictive analytics and a host of others – are radically changing the way brands engage and interact with their customers. Companies that fail to meet these expectations are losing out on significant revenue to businesses who understand the value of customer experience excellence. Based on the responses of almost 55,000 consumers across 14 countries, we have identified which brands are delivering the best experiences on the international stage and – crucially – how they are doing it.

Customer Journey Mapping (CJM) can act as a critical tool for transforming customer experience. When used successfully, it can help organisations radically differentiate themselves from the competition. KPMG Nunwood has identified the five all-important steps that can enable businesses to successfully embed CJM. In the real world, however, it isn't always that easy, and companies are often unable to put these measures into practice straightaway. In this webinar, we discuss the challenges businesses may face in translating CJM into tangible transformation of customer experience, and advise how these issues can best be overcome. Key points we cover include: - An introduction to CJM - The business benefits - In an ideal world: The success factors of embedding CJM - In reality: the challenges businesses face and how best to overcome these

CX for UK Plc has stalled, but 12 companies have leapt 50 places or more up the rankings over the last five years. On average, these companies achieve four times the revenue growth of the rest of the top 100 brands. Our 2017 UK CEE webinar names the UK companies leading in CX, and reveals: • the most common barriers that stop firms delivering outstanding experiences • the critical connections every firm must make to achieve customer experience excellence • how cloud technology can provide a scalable capability and data insights to enable CX transformation • how leading firms are using events in customers’ lives as the inspiration for designing innovative experiences • how we can help your business define what’s needed, not just for today but for the future too.

We are marching inexorably into a new generation of digitally-enabled customer experiences and there is no turning back. Against this backdrop, the question CX professionals ask most frequently is "if human interaction is what drives emotionally meaningful customer experiences, how do we compete in a digital future?" In this exclusive webinar, we seek to understand how the exemplar organisations are mastering this new world. KPMG Nunwood's Customer Experience Excellence Centre recently surveyed over 7,500 US customers, asking them to describe their personal experiences with c250 brands. The leaders in the research demonstrate that effectiveness requires focus on four areas: excellence, engagement, economics and execution. Each are bringing radical new solutions to how they deliver a human touch into a digital world.

Critical moments that define a successful B2B relationship are increasingly less about price and much more about the customer experience. Every relationship will have 100’s of moments – but we are concerned with the vital few that make the difference between success and failure. In this webinar, we examine: the moments that matter in a B2B experience, which sector is leading the B2B experience, The Six Pillars of customer experience and the decision making unit, the emerging phenomenon of “consumerisation” as the cycle of rapidly escalating consumer expectations spills over into the B2B world, the role of the relationship manager and the steps to take to transform your B2B experience.

This year’s UK customer experience leaders are all masters at creating memorable moments for their customers. KPMG Nunwood’s Customer Experience Excellence Centre recently studied the UK market for the 7th successive year, drawing on over 10,000 consumer interviews to evaluate 287 brands. In this exclusive webinar we reveal the leading customer brands in the UK in 2016. These brands recognise the role of experience design and purposefully design the customer journey to create memories, delivered by their own army of memory makers - empowered staff who are dedicated to ensuring every customer interaction is a memorable one.