KPMG on CX Today
7 stories · 6 in 2026 · 1 in the last 90 days · 0 sponsored
CX Today coverage mentioning KPMG, newest first. Sponsored work is identified clearly on each story.
KPMG's Dan Balisteri on Over-Personalisation, the Empathy Deficit, and Why AI Deployments Keep Failing
KPMG's Dan Balisteri on why over-personalisation risks trust, AI's empathy deficit, and what is driving rushed deployments that fail publicly.
Sophie Wilson · 2 min read · 2 Jul 2026
Beyond Deflection: The New Operating Model For Enterprise CX
Discover why CX leaders are swapping AI hype for structural redesigns. Learn how to update metrics, governance, and human workflows for 2026.
Rob Wilkinson · 6 min read · 24 Jun 2026
KPMG Flags AI’s Enterprise Execution Gap
KPMG says enterprise AI is scaling fast, but weak governance, trust, and operating models still limit transformation outcomes.
Rob Wilkinson · 6 min read · 18 Jun 2026
First-Party Data Strategy: The Cookie Isn’t Dead Yet, But Your Strategy Might Be
The cookie isn't dead yet, but without a first-party data strategy, your company still might not survive what's coming next.
Rebekah Carter · 13 min read · 9 Mar 2026
AI, Data and Orchestration Mark a Turning Point for CX Growth, Research Finds
Research shows how AI, data integration, and orchestration are redefining experience-led growth in customer interactions.
Nicole Willing · 5 min read · 10 Feb 2026
Modernising the Contact Center for Always On CX: What KPMG’s Global Leaders Are Getting Right
KPMG’s Global Customer Experience Excellence 2025–2026 report shows why modernising the contact center with CCaaS, agentic AI, and Total Experience design is essential for always on CX, improving pillars like Time and Effort, Resolution, Personalization, and Integrity.
Rob Wilkinson · 12 min read · 29 Jan 2026
The Top Data Analytics Service Providers Powering Smart CX
Data used to be something teams checked from time to time. Now it’s something they move forward with, thanks to the top data analytics service providers, and...
Rebekah Carter · 15 min read · 25 Jul 2025