Competitive Intelligence

KPMG: Customer Experience Services Capabilities, 2026

This KPMG: Customer Experience Services Capabilities, 2026 competitive intelligence profile is for customer experience leaders, CMOs, and sourcing executives evaluating KPMG’s consulting led Total Experience transformation anchored in AI trust.

A composite graphic combining a placement diagram on the left with a text panel on the right. Left: a three tier beach themed framework diagram grouping customer experience service providers into three horizontal horizon bands. The vertical axis represents innovation scope, moving from functional at the bottom to enterprise in the middle to ecosystem at the top. The horizontal axis represents value aspiration, moving from digital on the left to experience in the middle to growth on the right. Companies are listed alphabetically within each horizon. Horizon 3, ecosystem synergy and new value creation, lists 14 providers: Accenture, Capgemini, Cognizant, EXL, EY, Firstsource, Genpact, IBM, Infosys, KPMG, Publicis Sapient, Sutherland, TCS (Tata Consultancy Services), and Tech Mahindra. Horizon 2, end to end experience transformation, lists 12 providers: Amdocs, ATAIN, Coforge, Concentrix, Deloitte, HCLTech, InTouch CX, LTM, Movate, Transcom, TTEC, and Wipro. Horizon 1, functional transformation, lists 6 providers: HGS, ibex, iQor, Konvecta, Mphasis, and TELUS Digital. Right: a two panel header shows the KPMG logo on a white background beside a purple panel reading "Horizon 3, ecosystem synergy and new value creation" with the tagline "Drive OneEcosystem synergy and create new sources of CX value." Below the header, a pull quote reads "Consulting led Total Experience transformation anchored in AI trust." Below the quote, a paragraph states that HFS Horizons: Customer Experience Services, 2026 assesses vendor capabilities, innovation, and value potential across the HFS customer experience services value chain based on a range of dimensions to understand the why, what, how, and so what of their service offerings across three distinct horizons, and that the report evaluates the capabilities of 33 service providers, including CX specialists, global system integrators, and consultancies. Source: HFS Research, 2026.

Note: All service providers within a Horizon are listed alphabetically
Source: HFS Research, 2026

Key facts about KPMG’s customer experience services capabilities

A six panel fact table. Key offerings, listed as a single block: CX strategy and operating model, journey orchestration and experience design, commerce and sales experience, digital product and channel engineering, lifecycle orchestration and service to revenue design, customer insights, VoC and journey analytics, agentic front office and human plus AI model, AI enabled transformation platforms, trust, governance, and responsible AI, and employee/agent empowerment. Mergers and acquisitions from 2023 to 2026, 7 entries: PrivateBlok in 2026, an AI development platform; YData in 2025, synthetic data; QV Technologies in 2025, SAP UX solutions; LlamaZOO Interactive in 2025, data visualization; LOYIC in 2025, a technology consultancy specializing in SAP transformation; Metaphor in 2025, an enterprise data mesh platform; and Engine B in 2024, AI and data mapping. Key clients: the number of customer experience clients is not disclosed; 7 client relationships are listed, 3 named directly, McKesson, the Ministry of Education and Merit in Italy, and Comune di Napoli in Italy, and 4 described without naming the companies, a major US telecommunications company, a Fortune 100 retailer, a global healthcare and medtech leader, and a leading banking group in Central and Eastern Europe. Partnerships are grouped into three categories plus an alliance count: core technology and cloud platforms lists AWS, Databricks, Google Cloud, Microsoft, SAP, and Snowflake; CX platforms lists Xactly, Varicent, Anaplan, Twilio, Qualtrics, Treasure Data, Adobe, Salesforce, ServiceNow, Sitecore, Unqork, Acquia, Pega, and Medallia; emerging AI lists Copilot, Ema, OpenAI, Lovable, Gemini, Auditoria, Anthropic, rhino.AI, NVIDIA, MindBridge, Engine B, Celonis, Automation Anywhere, Bluej, and UiPath; and the panel adds 150 plus unnamed regional and local alliances. Global operations and resources: customer experience headcount is 2,500 plus; delivery and innovation centers are described as the KPMG Delivery Network, with offices in 145 countries, plus 80 Innovation Centers made up of 29 Insight Centers, 15 Innovation Labs, and 36 Ignition Centers; center locations by major geo are given as percentages, EMEA at 45%, ASPAC at 25%, and Americas at 30%. Flagship internal IP: 9 named assets, KPMG Modern Data Platform, KPMG Trusted AI Framework, KPMG TACO Framework, KPMG AI Strategy, KPMG Discovery, KPMG AI Workbench, KPMG Velocity, KPMG Ignite, and KPMG Six Pillars of Customer Experience. Source: HFS Research, 2026.

Source: HFS Research, 2026

KPMG’s performance in the study and HFS’ views of its strengths and development opportunities for customer experience services capabilities

A composite graphic combining a Horizon placement graphic on the left with a text panel on the right. Left: a simplified version of the three tier beach themed Horizons diagram, reused from Exhibit 1 with the company name lists removed. The image keeps the same sky, ocean, and sand bands, sky at top for Horizon 3, ocean in the middle for Horizon 2, and sand at the bottom for Horizon 1. The Horizon 3 label, "Horizon 3, ecosystem synergy and new value creation," is set inside a bordered, colored box at the top of the sky band, with the KPMG logo placed directly beneath it in that same sky area. The Horizon 2 label, "Horizon 2, end to end experience transformation," and the Horizon 1 label, "Horizon 1, functional transformation," appear in plain gray text with no border, over the ocean and sand bands respectively, showing that Horizon 3 is KPMG's assessed position while the other two horizons are deemphasized. Right: a Strengths section lists five points. Total Experience is the strategic spine, not a CX slogan: KPMG positions CX as enterprise wide transformation, using Total Experience and the Agentic Front Office to connect journeys, operations, and AI enabled value, with its value most apparent when the buyer needs strategy, orchestration, governance, AI enabled operating model redesign, and measurable enterprise outcomes. Trust by design architecture for regulated CX transformation: the combination of its Six Pillars of Customer Experience with its Trusted AI framework embeds governance into the CX architecture rather than treating risk as a compliance overlay, and its risk leadership, KYC and Back Office Zero assets, and HITL controls position the firm strongly for regulated sectors. Agentic Front Office links AI ambition to operating model redesign: KPMG differentiates through its Agentic Front Office model, supported by KPMG Velocity and Trusted AI, together helping clients redesign CX operating models, orchestrate AI enabled journeys, and embed governance, human oversight, security, and compliance into transformation. Outcomes: KPMG has strong execution proof through AI enabled journey redesign; McKesson reduced onboarding from 17 days to five minutes, eliminating 72% of manual work, and increasing applications by 53%, while its Fortune 50 MedTech work standardized processes to 96% consistency, cut invoice disputes from 30 days to one, reduced quote turnaround from 45 to five days, and projected 10% to 15% cash flow gains and 20% lead conversion gains. Client and partner reference kudos: clients value its cross-industry perspective and embedded CX support, while partners credit its AI led CX modernization, global delivery scale, and outcomes focused innovation. A Development opportunities section lists three points. What we'd like to see more of: KPMG has strong concepts such as Agentic Front Office, Total Experience, human plus AI collaboration, the TACO framework, Velocity, and Trusted AI, and it should productize these frameworks into named industry playbooks. Next steps: deepening joint go-to-market with partners through shared pipeline responsibility, not just technical integration, can accelerate its move to outcome based commercial models. Client and partner reference critiques: clients flag KPMG's high cost, while partners seek broader account growth, stronger partner sourced revenue, and scalable industry solutions. Source: HFS Research, 2026.

Source: HFS Research, 2026

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