On Thursday, 23 October, the Spanish Chamber of Commerce in Germany, in collaboration with KPMG Deutschland, held a business event titled \u201cCustomer Satisfaction as Key Driver to Achieve Measurable Results\u201d, aimed at reflecting on the role of customer experience as a competitive factor in today\u2019s market.
\nThe session took place at KPMG\u2019s offices in Cologne and brought together more than thirty professionals from various industries, who had the opportunity to learn first-hand about experiences and best practices in customer service as a driver of competitiveness and business growth.<\/p>\n
During the session, Peter Deubler and Marius Pieper, both Senior Managers in Performance & Strategy at KPMG Deutschland, presented the key findings of KPMG\u2019s annual Customer Experience Excellence Study. The experts discussed how companies that successfully measure the impact of their customer experience initiatives achieve significantly higher performance, highlighting the importance of linking customer satisfaction to business results. They also explained that the study\u2019s findings are structured around six pillars \u2014 empathy, expectations, resolution, integrity, personalization, and time & effort \u2014 which collectively determine customer performance and loyalty.<\/p>\n
Luis Fiestas, Head of Digital Banking at BBVA, presented the bank\u2019s strategy to build a customer feedback\u2013driven banking experience, with a particular focus on the German market. Through practical examples, he demonstrated how BBVA leverages client feedback to enhance products, processes, and digital channels, thereby fostering a closer, more personalized, and efficient relationship with its customers.<\/p>\n
The event continued with a panel discussion featuring Jaime Navarro, Business Development Manager for Central Europe at LaLiga; Nelum Gunewardane, Director of Commercial, Northern Europe at IHG Hotels & Resorts; Dr. Stefan Eckert, Senior Vice President at Koelnmesse; and Roberto Martin, Deputy VP, Head of Engineering at ZF Engineering Solutions.
\nThe panellists shared their perspectives and strategies on customer satisfaction within their respective industries, addressing topics such as how they define the concept of \u201ccustomer satisfaction\u201d within their organizations, the strategic decisions recently adopted to improve customer experience, and the role of artificial intelligence in optimizing customer-oriented processes and services.<\/p>\n
At the end of the session, participants enjoyed a networking reception hosted at KPMG\u2019s premises, which provided a valuable opportunity to exchange insights and establish new professional connections in a relaxed and engaging atmosphere.<\/p>\n
The Chamber would like to express its sincere appreciation to KPMG for its cooperation in organizing the event, as well as to all participating companies \u2014 BBVA, ZF Engineering Solutions, LaLiga, IHG Hotels & Resorts, and Koelnmesse \u2014 for their valuable contributions.
\nSpecial thanks are also extended to all attendees whose participation helped make this event a success, further strengthening the ties within the Spanish-German business community.<\/p>\n","protected":false},"excerpt":{"rendered":"
On Thursday, 23 October, the Spanish Chamber of Commerce in Germany, in collaboration with KPMG Deutschland, held a business event titled \u201cCustomer Satisfaction as Key Driver to Achieve Measurable Results\u201d, aimed at reflecting on the role of customer experience as a competitive factor in today\u2019s market. The session took place at KPMG\u2019s offices in Cologne […]<\/p>\n