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Anticipate Customer Needs; Design Intentional Service

Learn from customer insights to design service models that help them achieve goals quickly and easily


Proactive and personalized customer service are becoming the norm across all industries. Customers are expecting tailored experiences; they want businesses to know them—almost better than they know themselves—and provide services and experiences they can trust.

Improving your customers' experience calls for vision, planning, and the ability to gain insights from the data you collect from interactions with buyers. You can use this data to make every customer touchpoint more meaningful.

At KPMG, we've observed four significant trends in customer behavior that can drive how you make decisions:

  1. Customers want to be seen as a "place of business."
  2. They expect relevant, empathetic, real-time interactions.
  3. They want rich, multichannel, easy engagement.
  4. They're increasingly buying solutions, not products.

Our paper, Making the right connections, will help you dive deeper into the shifts in customer service today and outlines the six key capabilities we see underpinning success. Complete the form below to access the whitepaper.

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