Brands
Guest Column: The greatest brands are the ones that take ‘Onus’ of customer experience
NEW DELHI: Customer experience is about brands demonstrating their commitment to prioritizing and anticipating the problems of the customers and taking the onus to provide a solution to the customers. One of the frequent problems that were most customers face while purchasing online is the whole complexity of the 'return' process.
Agile brands are managing this, by using technology to simplify this process and some cases even ensuring that the need to return itself reduces. Service technology is changing the face of customer support and service and empowering the customers to make their lives convenient at all hours of the day.
The three, brands that are emerging as shining stars by using technology in effective ways to deliver effortless convenience.
a) Zomato
When buying from an aggregator, the problem often becomes about who takes the onus in case of a product quality issue. In a recent experience, there was a wrong order delivered by a restaurant via Zomato, an Indian restaurant aggregator. The fault according to me lay with the restaurant, as it was a wrong variation of the dish that had been served up. It did not a case of an incorrect order picked up by the delivery boy. The restaurant in itself was unreachable / not contactable. None of the numbers worked. However, a simple chat exchange solved my problem; Zomato took onus and refunded the amount without the need for an actual conversation with a customer service executive or even any follow-up on emails/chats, etc. A simple chat message that can resolve the consumer’s concern, can create a lasting impact in the customer’s mind.
b) UNIQLO
Given the pandemic, physically shopping for clothes is becoming an 'preferred' option for many, and rightly so. Yes, online shopping for apparel is possible. And it has its perks like saving time and effort, allowing us to compare brands, filter and shortlist our options at the convenience of a click, the aftermath of dealing with returns because of 'size' related issues just makes the shopping process longer. It is then that I do miss the occasional suggestion of the salesperson for the right size. Uniqlo’s size measurement technology tool solves this problem so efficiently for people like me. This simplistic technology on their website for online shopping requires you to enter your physical measurements, and it prompts a recommended size for you for that particular apparel, thus making the customer experience significantly much better. Gone are my days of taking the onus of opening size charts and trying to assess which size would be comparable basis a standard size chart and hence a better fit for me.
c) Amazon
Amazon has always been at the forefront of introducing innovations aimed at making the experience easier for its customers. It provides customers with a whole host of options to ensure minimal effort and convenience for the user. Minimal effort is a key and a determinant of your experience regardless of whether you are buying or returning a product. Effortless experience is what leads to customer loyalty. Many retailers are reaching new heights in ensuring a seamless purchase experience however only a few can surpass expectations when it comes to the 'return, ' experience. Amazon is a stand out brand in this aspect. Both the process and policies are aimed to please the customer and require minimal effort. Customer support is technology-driven yet easy to access, pick up is prompt and convenient to organize again via technology, and policies are fair, which are essential elements to ensure a seamless 'return experience.’
(The article is written by Hansa Research senior VP and national head – CX Practice Piyali Chatterjee. The views are personal and Indiantelevision.com may not subscribe to them.)
Brands
KPMG names Gary Wingrove as global chairman and CEO from October
Record Gmada bids signal rising demand as Rs 1,000 crore bet reshapes Tricity skyline
MUMBAI: KPMG has chosen continuity with a forward tilt. The firm has announced that Gary Wingrove will take over as global chairman and CEO of KPMG International, beginning a four year term from 1 October 2026. Currently serving as global chief operating officer, Wingrove steps into the top role after being nominated by the global board and elected by the global council.
A KPMG veteran with over 25 years at the firm, Wingrove has been closely involved in shaping its recent trajectory. As global COO, he has helped drive the firm’s Collective Strategy, focusing on operational integration, global investments and the steady expansion of the KPMG Delivery Network. He has also been at the forefront of KPMG’s digital push, including the rollout of AI enabled solutions across its global operations.
Before his global role, Wingrove served as CEO of KPMG Australia for nearly a decade, where he led a period of strong growth, almost doubling revenue, profitability and headcount while steering a cultural reset.
He succeeds Bill Thomas, who has led KPMG since 2017 and will work alongside Wingrove over the next six months to ensure a smooth transition.
Thomas leaves behind a firm that looks markedly different from when he took charge. Under his leadership, KPMG’s global revenues have risen by 55 per cent, and its workforce has expanded to more than 276,000 people. He also unified the network of member firms under the Collective Strategy, aligning priorities and strengthening governance.
His tenure saw heavy investment in technology and partnerships, with alliances spanning Microsoft, Google Cloud, SAP, Oracle and ServiceNow. These collaborations, along with platforms like KPMG Clara, have helped the firm scale its AI-led offerings and sharpen its competitive edge.
Beyond growth, Thomas also pushed improvements in audit quality and sustainability. Initiatives such as a multiyear global sustainability strategy and the Our Impact Plan have aimed to embed long term thinking into the firm’s operations and client services.
For Wingrove, the brief is clear but evolving. He has signalled a focus on agility, deep expertise and technology driven solutions as clients navigate an increasingly complex business landscape. He also emphasised KPMG’s identity as a people first organisation, supported by technology and unified through its global network.
The timing of the leadership change comes as KPMG continues to grow, reporting a 5.1 per cent rise in global revenue in FY25, with gains across tax and legal, audit and advisory services. Growth was recorded across all regions, despite a challenging macro environment.
As Wingrove prepares to take charge, the firm appears set on a familiar path with a sharper digital edge. Same playbook, perhaps, but with a renewed focus on speed, scale and smarter solutions.
