KPMG in the UK has acquired customer experience management specialist Nunwood to meet the growing client demand for advice on customer service and the enhancement of ‘the customer experience’. KPMG’s UK team will boosted with 80 advisors, totalling the headcount to 150.
Nunwood is an in 1996 founded consulting firm specialised in customer experience management and feedback technology. The firm provides its clients across the retail, telecoms, financial and leisure industries with advice on customer experience strategy, journey mapping, voice of the customer, customer experience analytics, and experience management technology. Nunwood is headquartered in London and has an additional office in Leeds.
In line with its ambition to enhance its customer service offering and to drive greater value for its clients, business advisory firm KPMG has decided to buy Nunwood. The acquisition will enable the firm to offer a full-service customer management programme to its clients. “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,” explains Richard Fleming, Head of Advisory at KPMG. “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.”
For Nunwood, the deal will provide the firm access to additional resources and complementary skills, enhancing its services offered to its clients. Phil Rushfirth, Nunwood's Co-Founder, explains: “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.
As a result of the deal, Nunwood’s 80 employees will transfer to KPMG, with Rushfirth becoming a Director.