Principal, US Customer Advisory COE Lead and US Customer Advisory Leader, Commercial Industries, KPMG US
Technology plays a pivotal role in customer experience in today’s digital world. Technology done wrong can turn customers away and destroy brand value. Technology done right can drive outstanding customer experiences that wow customers and set brands apart. As the leader of the technology agenda, the Chief Information Officer (CIO) is increasingly a key difference maker.
This paper shares practical insight on:
It’s no secret that today’s customers want more: More speed, more access, more information, more choices, more connectivity, more personalization, and more simplicity.
Changing customer expectations are turning CX into a key battleground for growth. Research shows that organizations that deliver seamless, responsive, relevant and consistent customer experiences are able to grow higher revenues and become more resilient to market disruptors.
Once limited to managing back-office technologies, the CIO now has a much broader strategic mandate – with CX at the very top of the agenda. For the organization to truly embrace and enable a customer-first approach, customer technology alignment in the IT business model is mandatory. As such, the CIO is now expected to be a leader in aligning the technology strategy to drive the customer agenda forward.
As employees become more engaged, so do customers – and profits.
With technology playing a central role in CX, both directly and indirectly, the CIO is uniquely positioned to help the business transform the customer experience in the digital age.
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.