The customer-centric CHRO
The customer-centric CHRO
Insight

The customer-centric CHRO

HR plays a critical role in elevating the customer experience.

Regardless of industry or type of business, leading companies are focused on increasing customer satisfaction, value and retention by taking an organization-wide, customer-centric approach, which includes personalizing the customer experience. The customer-centric philosophy and approach must permeate all areas of an organization, from operations to IT to human resources. HRs’ unique role in a company in terms of hiring, training, and ongoing engagement with the broader employee base, positions them to be a game changer in the customer experience strategy.

This paper shares practical insight on:

  • the CHRO’s changing role
  • ways in which innovative technologies, like D&A and AI, are powering HR
  • steps CHROs can take to ensure their organizations are hiring the right people and training them to succeed in the customer-centric world.

The customer centric CHRO

Driving the customer experience: Seven key steps chief human resource officers need to take.

HR’s critical role in elevating the customer experience

Today, customers have more choices and easier access to information than ever before.

Regardless of industry or type of business, leading companies are focused on increasing customer satisfaction, value and retention by taking an organization-wide, customer-centric approach, which includes personalizing the customer experience. They understand that this type of approach helps them compete more successfully, differentiates them from competitors, and drives profitable growth.

The customer-centric philosophy and approach must permeate all areas of an organization, from operations to IT to human resources. Like rowers on a crew team, where all oars must be synchronized and pulling at the same time in the same direction, all of an organization’s departments must be working in harmony to enhance the customer experience.

Enter human resources. HRs’ unique role in a company in terms of hiring, training, and ongoing engagement with the broader employee base, positions them to be a game changer in the customer experience strategy.

 

How HR can influence the customer agenda

There are several ways that CHROs and their HR departments can have a positive impact on making sure that employees across an organization deliver a great customer experience. 

 



Recruiting and hiring the right people


Training new and existing employees on how to be customer-centric


Driving a customer-focused culture throughout the organization


Delivering a great employee experience


Infusing a customer-service mindset to deliver HR processes and operation to the organization

 

Why KPMG?

Today’s customers are better informed, better connected and more demanding than ever before. Customer experience is overtaking price and product as the number-one brand differentiator.

KPMG combines expertise in strategy and implementation – as well as far-reaching industry and functional knowledge – to create better customer outcomes that produce better business returns. That means looking beyond the front office to a wholesale transformation of functions such as marketing, sales, and service – and linking them to the middle and back office.

The resulting organization is closer to customers and can deliver interactions that are seamless, responsive, relevant and consistent, helping companies build greater loyalty and share of wallet.

KPMG can help your organization evolve into a connected enterprise that meets the demands of today’s informed, connected consumers.

We know how your business works and we know how to get things done. Our global network of talented professionals combine technical expertise with practical business experience in consumer-facing industries, helping your organization address each capability across the connected enterprise – down to the detail – in the right context for your business functions.

 

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