KPMG acquires customer experience fintech

KPMG has acquired a customer experience consultancy which lists working with AMP as one of its key projects.

KPMG acquired U Don't Know Us (UDKU), a customer experience innovator set to expand the big four consulting firm's customer, brand and marketing advisory (CBMA) offering.

UDKU which aims to help clients "embrace the unknown". According to the firm its remit involves helping large businesses tap into their "inner start-up," while for start-ups the firm assists in helping them punch above their weight and compete at scale.

With the firm's team of 10 set to commence as part of KPMG's CBMA arm from today, KPMG chief executive Gary Wingrove said UDKU added to the firm's already expanding customer experience skills.

"Over the next five years, almost 90 percent of companies expect to be competing on the basis of customer experience alone. The world according to the customer will define organisations' design, processes and technology changes," Wingrove said.

"UDKU beautifully complements CBMA's expertise by deepening our customer experience and digital design capabilities, as well as adding a new dimension of physical design skills."

UDKU services a mix of blue chip and start-up companies, applying a 'evidence based design' approach to their customer experience consulting, which the firm says involves blending research from emerging science in behavioural economics and neuroscience with world class creative output.

KPMG partner in charge of CBMA, Paul Howes, added KPMG's CBMA arm had produced solid results to date.

"UDKU is a bit of a birthday present for our venture. It is just over a year since CBMA was formed, off the back of our acquisition of Acuity Research and Insights. And it's been a massive success. CBMA is producing some stellar results for clients, and enjoying strong double digit growth," Howes said.

Co-founder Colin Jowell said the firm created solutions which addressed business issues through customer and staff experience lenses, highlighting work it completed for task outsourcing platform AirTasker.

"We provide holistic customer experience problem-solving, with the security of fact-based evidence and the ability to practically go to market," Jowell said.

"And this kind of targeted creative thinking has delivered game-changing results for clients. Take Airtasker, for example. Our successful work with Airtasker has helped it transform from start-up to a household name."

Read more: KPMGCBMAUDKUAirtaskerColin JowellGary WingrovePaul HowesAcuity ResearchInsights
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