The 2017 Customer Experience Excellence Analysis

2017 US Customer Experience Excellence analysis: Engineering a Human Touch into a Digital Future

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 year’s report, we seek to understand how the exemplar organisations are mastering this new world.

The United States of America is recognised as providing the world’s best experiences. 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.

The report reveals:

  • The leading CX brands in the US for the UK to learn from
  • The brands/sectors that have succeeded in customer experience transformation
  • How to apply The Six Pillars in a digital world
  • How empathic organisations ensure the humanisation of digital experiences
  • The link between culture, employee engagement and the customer experience
  • The criteria for customer experience effectiveness; excellence, engagement, economics and execution.

Excellence Centre Membership

A community for customer experience professionals, providing access to best practice tools alongside a platform to connect and influence.

As a member of the Customer Experience Excellence Centre, you will receive the following:

  • Access to CEEC analysis reports 
  • Face-to-face CX best practice presentations tailored for their organisation
  • Access to customer experience white papers
  • Invitations to future customer experience best practice webinars
  • The opportunity to attend future networking events with senior CX leaders
  • Regular e-newsletter from KPMG Nunwood Directors
  • Free CEEC quarterly training sessions
Apply for Membership

Click ‘Filter our work’ to compare sectors or click any ranked brand for:

Our detailed assessment on why they are leaders in customer experience

Their Six Pillar benchmark scores which are the key drivers of commercial value

Customer verbatim from our study, related to their Six Pillar performance