Overview
- KPMG removed its October 2025 report titled 'Total Experience: Redefining Excellence in the Age of Agentic AI' and opened a full internal investigation after external researchers and organisations flagged errors.
- Independent reviewers at GPTZero reported that only five of 45 citations accurately matched their sources, with many references misleading, partially fabricated, or too vague to verify.
- Major organisations named in the report, including UBS, NHS Greater Manchester, Swiss Federal Railways and Transport for London, publicly said KPMG's claims about their AI deployments were false or misleading.
- The report's false case studies had been picked up by other industry outlets before KPMG removed the document, increasing the risk that the fabricated claims were amplified and reused.
- The episode follows recent retractions at peer firms and highlights a wider trust problem for consultancies that use generative AI without stronger human verification, which could prompt stricter editorial controls and client scrutiny.