Torsten Fritz, KPMG Nunwood
Torsten Fritz specialises in the design and implementation of Customer Experience and NPS insight ecosystems, that integrates multi-faceted data sources to the KPMG Nunwood’s Six Pillars principles – the universal set of emotional qualities that define every outstanding customer experience.
Torsten regularly advises clients on best practice in driving value from unstructured text, focusing on the power of text in driving action. Most recently, he created, designed and developed KPMG Nunwood’s Customer Insight Ecosystem proposition in close collaboration with clients. This proposition represents a step change in the customer insight market. Its purpose is to help clients to move away from a pure focus of insight generation, towards, instead, ‘decision support through connected insights’ using structured and unstructured customer data. This work has helped to elevate insights from being seen as just a transactional ‘delivery’ service to the business to instead becoming embroiled into the fabric of these organisations.