Management & Leadership

Taking a customer-first service approach during unprecedented times

The 2020 KPMG U.S. Customer Experience Excellence (CEE) report, which identifies the top performing brands and industries in terms of customer experience based on a survey, utilizes Six Pillars of experience that explain how companies navigated the new environment and how they performed in terms of customer experience. Organizations that master the Six Pillars grow more quickly, manage costs better, and make people happier.