KPMG puts some fizz into its customer management offering

KPMG has acquired Nunwood, an independent consultancy specialising in customer experience management and feedback technology.

Founded in 1996, it has offices in Leeds and London and advises companies across the retail, telecoms, financial and leisure industries, Nunwood’s annual revenues for 2014 were £8m.

The acquisition enables KPMG to offer a full-service customer management programme to its clients, from mapping the client journey to measuring ongoing feedback.

It’s ‘Fizz: Experience Management’ technology is used by organisations like British Airways and Nationwide to provide critical customer information to hundreds of managers, often in real time.

Commenting on the transaction, Richard Fleming, head of advisory at KPMG, says: “The 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.”

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