KPMG enhance customer management services with the acquisition of Nunwood

Leeds-based Nunwood, an independent consultancy specialising in customer experience management and feedback technology, has been acquired by KPMG.

Nunwood, which was established in 1996, advises companies across the retail, telecoms, financial and leisure industries, and its annual revenues for 2014 were £8 million.

Through the acquisition, KPMG will now be able to offer a full-service customer management programme to its clients, from mapping the customer journey to measuring ongoing feedback.

Nunwood’s ‘Fizz: Experience Management’ technology is used by organisations like British Airways and Nationwide to provide customer information to hundreds of managers.

By merging the two companies together, KPMG is maintaining its strategy of driving greater value for clients through increasing adoption of technology in business operations.

Richard Fleming, Head of Advisory at KPMG, said: “Today’s deal is strategically very important to KPMG as it will enable us to provide clients with the tools they require to be truly customer-centric. Nunwood’s understanding of the issues driving customer behaviour, and the way they focus on improving customers’ experiences mirrors our approach of putting technology at the heart of everything we do.

“By combining forces we will be able to help clients take action, so that each decision they make is based on real-time customer feedback. At a time when companies are worrying about their market share, the combination of KPMG’s Customer and Growth capability with Nunwood’s expertise in managing the customer experience will create an advisory business ideally placed to help our clients as they grapple with the realities of a fluid customer-base that is increasingly selecting services on the basis of their experiences.”

The team is led by KPMG Partner Mark Guinibert and will consist of 150 members of staff, including Nunwood’s 80 employees.

Phil Rushfirth, KPMG Director and co-founder of Nunwood, added: “With KPMG’s support we will be able to meet the growing demand from current and prospective clients and extend our ability to provide them with the technology and advice that drives improved customer service.

“The acquisition provides Nunwood’s team with access to additional resources and complementary skills sets to further support our valued clients with an ever deeper understanding of global best practice in customer experience management and a one stop shop approach to its practical application”

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