KPMG Nunwood


Digital communication has become central to the social and economic prosperity of countries across the globe. Both Business-to-Consumer (B2C) and Business-to-Business (B2B) telecoms markets are fiercely competitive, with today's major players cutting costs and working hard to identify and drive growth.

Digital is a major theme for the Sector, it represents both a tremendous opportunity and a significant threat. How Telcos respond will determine whether they can remain relevant and become a Digital Telco creating new value for themselves and their customers, or disappear into obscurity.

The challenge is on, and those most likely to succeed will transform the customer experience and reap the rewards.

The truth of the matter is that the telco customer, either B2C or B2B, who is ready to score their provider with a 10 out of 10 for experience and wants to buy more, is hard to find.

We are working with industry to change that. KPMG Nunwood have global telecoms clients ranging from domestic mobile retailers through to the largest global operators and manufacturers. We are inspiring them to develop winning customer strategies, identify target customer groups, understand where in their customer’s journeys they should focus and where the differentiating improvement opportunities are, it is all about enabling our clients to understand how they can win against their competition.


Michael Crow

Director - CX Solutions

Michael is a customer experience solutions expert and has been involved in the design and implementation of dozens of customer experience programmes across retail, financial services, telco, consumer electronics, utilities and travel. He specialises in utilising NPS and other measurement frameworks to demonstrate commercial value and prioritise customer-related investments. These solutions, linked to global best practice via the Customer Experience Excellence Centre, provide the catalyst for deployment of customer experience mapping, redesign and transformation programmes.

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