KPMG Digital Customer Experience Management

Digital Customer Experience Management Brochure

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The indicator analysis model for the customer experience monitoring platform in the KPMG Fuxi series is built by KPMG’s financial and insurance experts. It collects feedback on customer experience on a real-time basis, effectively integrates fragmented customer experience-related data, quantifies customer satisfaction indicators, and establishes a closed loop of customer feedback to comprehensively and continuously improve customer satisfaction.

产品特点

Real-time collection of customer feedback

Based on actual customer data, it supports management across different channels and contact points. Questionnaires are distributed to customers accurately to collect feedback.

Intelligent customer experience analysis

The indicator analysis model is built by KPMG’s financial and insurance experts. Users can export visual customer experience reports with quantified customer satisfaction indicators to identify pain points throughout the customer journey.

Intelligent customer experience optimisation

AI is used to forecast customer experience and manage tickets intelligently and identify key indicators of customer experience. An intelligent early warning system creates and dispatches tickets automatically. Customer feedback is attended to on a real-time basis to effectively improve customer experience.

应用场景

Identify pain points

It regularly monitors and analyses internal operational data layer by layer, and accurately locates pain points; It focuses on root causes and provides recommendations for improvement.

Transform customer journey

The system with detailed and specific indicators covers all the customers, channels, products, and services of a bank; Transformation is driven from four dimensions (i.e. business, journey, contact points and factors) to realise increased granularity of data; Integrated indicator analysis enables closed-loop experience monitoring and drives operation efficiency through continuous customer journey enhancement.

Test new businesses

Cover the entire business process with monitoring indicators; Employ a test system applicable to various core businesses; Generate diagnosis reports based on KPMG’s banking industry insight to facilitate successful launch of new businesses.

Trigger low score alarms

Monitor critical customer experience indicators in real time; Automatically create and dispatch tickets through an intelligent alarm system; Address customer feedback in a timely manner to effectively improve customer experience.

Develop business outlet plans

Explore business outlet issues from a customer’s perspective; Put forward crucial customer experience measures covering the business journey, customer operation, business outlet locations, etc.; Analyse experience data and pay visits to business outlets to help develop smaller yet smarter business outlets on an ongoing basis.