Terry Walls

Managing Director, Advisory


Terry serves as the leader of the Customer Service Transformation Domain within KPMG's U.S. Customer Advisory Practice. He has over 20 years of experience analyzing, designing, and implementing complex customer experience and service strategies for Fortune 500™ clients across the globe. 

He is the author of pending and recognized patents that cover customer ownership, service interaction analytics and churn analytics.


  • Customer loyalty and retention
  • Customer experience and interaction analytics
  • Digital Customer Experience
  • Service design
  • Customer service strategy development
  • Change and journey management
  • Operating Model design and deployment
  • Large scale implementations, consolidations and off-shore managed service models
  • Asset and offering development
Terry Walls

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