1、Customer experienceMay 2022home.kpmg/inThe key to sustained value creation 03061318243845505253Contents21.Foreword2.Executive summary3.About this study4.Key to sustained value creation5.Differentiator for attracting and retaining customers and building loyalty6.Organisational orchestration for super

2、ior customer experience7.CX is universally relevant8.How can KPMG in India and EQUiTOR augment your CX journey?9.Acknowledgments10.Annexures 2022 KPMG Assurance and Consulting Services LLP,an Indian Limited Liability Partnership and a member firm of the KPMG global organization of independent member

3、 firms affiliated with KPMG International Limited,a private English company limited by guarantee.All rights reserved.Foreword4 2022 KPMG Assurance and Consulting Services LLP,an Indian Limited Liability Partnership and a member firm of the KPMG global organization of independent member firms affilia

4、ted with KPMG International Limited,a private English company limited by guarantee.All rights reserved.A delightful customer experience(CX)is key to shoring up long-term relationships and creating sustained value.The faith that the C-suite has in this notion is becoming increasingly stronger.With cu

5、stomer behaviour and priorities changing rapidly,there is a need to rethink the ways in which customer experience is delivered.Not only do customers want connected journeys and seamless transitions across channels,but they also expect experiences to be tailored to their circumstances.Simpler,easier

6、and consistent experience can turn customer interactions with a company into value and lead to business growth.An enterprise that aligns every critical process,function and relationship around customer experience has a higher chance of emerging a winner.Superior customer experience is the need of th