1、Orchestrating the connected customer experienceGlobal Customer Experience Excellence Report 2022KPMG Internationalhome.kpmg/CEE2022Foreword 3Orchestrating the connected customer experience 4The Six Pillars in 2022 12Methodology 162022 Hall of fame 17Austria and Germany 18Czech Republic 18France 19In

2、dia 19Indonesia 20Italy,Hong Kong(SAR),China and Singapore 20Ireland 21Japan 21Malaysia 22Mexico 22Netherlands 23New Zealand 23Philippines 24Romania 24Saudi Arabia 25Slovakia 25Taiwan 26Thailand 26UAE 27UK 27US 28Vietnam 28Conclusion 29ContentsForeword2022 Hall of fameOrchestrating the connected cus

3、tomer experienceMethodologyConclusionThe Six Pillars in 2022 2022 Copyright owned by one or more of the KPMG International entities.KPMG International entities provide no services to clients.All rights reserved.Orchestrating the connected customer experience2marketing,service,product,and other opera

4、tional teams align to deliver the unified experiences that customers want.It involves integrating and connecting key capabilities,including the customer service team systems,billing system,customer management system,and operations team with the analytics needed to effectively predict when and what k

5、ind of problems may occur to help ensure a seamless end-to-end experience.Customer experience is,by definition,a holistic concept.It represents a series of interactions underpinned by cross-functional teams,processes,and technology along a customer journey.Our research highlights that when these ele

6、ments are aligned,connected,and informed by a clear understanding of the customer and marketplace,true orchestration occurs in the delivery of a meaningful customer experience which underpins higher performance.Companies around the world continue to focus on customer centricity,seeking to design,dev