customer first action plan
customer first action plan
Insight

Customer first: Start your action plan now

Achieving customer centricity is no longer a differentiator. In the digital age, it has become a matter of survival.

Today’s customers are better informed, better connected and more demanding than ever before. The 2017 KPMG Global CEO survey reported that 88% of CEOs are now concerned about customer loyalty and recognize that mastery of the customer agenda is essential. Also, 79% of CEOs told us that their current business models are not disruptive enough.

It is clear that global leaders of successful businesses recognize that creating a customer centric, digitally-transformed business is a top priority. How can your business engage customers, increase customer loyalty and achieve profitable growth in the age of digital disruption?

Almost every market is experiencing fundamental change; customer expectations have shifted and digital technologies are making the biggest impact on businesses large and small since the start of the information age. Ultimately, businesses need to navigate the challenges of digital disruption and find new ways to create economic value and drive profitable growth.

Achieving customer centricity is no longer a differentiator. In the digital age it has become a matter of survival.
Julio Hernandez, Global Customer Center of Excellence Lead & US Customer Advisory Lead

The KPMG Global CEO survey of 2016 reported that 88 percent of CEOs are now concerned about customer loyalty and recognize that mastery of the customer agenda is essential. In the same survey, 53 percent of CEOs told us that their current business models are not disruptive enough. It is clear that global leaders of successful businesses recognize that creating a customer-centric, digitally-transformed business is a top priority. How to engage customers, increase customer loyalty and achieve profitable growth in the age of digital disruption?

Almost every market is experiencing fundamental change; consumer expectations have shifted and digital technologies are making the biggest impact on businesses large and small since the start of the information age. Ultimately, businesses need to navigate the challenges of digital disruption and find new ways to create economic value and drive profitable growth. With the theme of 'Customer First', this KPMG report details the six core capabilities of a customercentric business.