KPMG works with Microsoft on new VoC tool
The new tool uses customer and operational insights to help organisations redesign customer journeys, engage colleagues, improve employee experiences and achieve better financial returns from customer experience (CX) investments.
The company said the tool is the next generation of KPMG Nunwood’s ‘Fizz: Voice of the Customer’ solution, which KPMG acquired in 2015. It is now powered by Microsoft Azure™, with access to machine learning.
Tim Knight, managing director at KPMG Nunwood, said: “Global demand for voice of the customer technology is growing fast for a good reason; using these systems to achieve a top customer experience ranking can double a business’s revenue growth.
“However, for many this link is broken: in the past year, just 13% of UK and US brands could deliver a clear improvement in their customer experience.KPMG Customer Experience Cloud has been designed to address this gap.”
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