Committed to helping our clients achieve tangible results

The future of the front office is connected. Partnership with cross-enterprise functions such as IT, HR, and finance will be needed as the front office becomes a dynamic, direct, and on-demand customer-servicing unit. Our breadth of experience can help you define a vision and shape your transformation.

 

Tomorrow’s connected customer is already a reality.

The customer facing functions of the Front Office as we know it face a tidal wave of change

Marketing, Sales, Service, all need to transform together on a scale not yet seen.

The next generation of customers is knowledgeable. Empowered. Informed. And in complete control.

Driving constant disruption, their expectations are high, and the pace is accelerating  

Simply ‘keeping up’ is no longer enough to compete. Getting it wrong has real-world consequences. And those who only react get left behind.

The Front Office of the future is built by being proactive today. Anticipating change. Delivering it sooner.

Re-writing old assumptions Discarding old boundaries. Leading the way to a customer-centric approach, where agility rules.

The Front Office of tomorrow functions as one: Dynamic, direct and on-demand.

It’s all connected. No more divided thinking. Action is unified.

With the right understanding, the opportunities are huge, for all sectors.

But it’s not enough to simply understand the environment. Those who succeed fully grasp the changes needed, and ask the right questions first:

Data is central, but who will own it? How to manage privacy and integration. 

How can analytics inform the best use of resources? Can we leverage smart technology without losing customer trust? 

Which functions and roles to automate, and how? What technology to share – both internally and externally, and how best to secure it?

Metrics must transform, reflecting innovation, shared enterprise-wide goals, and customer-centric priorities of trust and transparency.

The Front Office of the future has a new shape. A dynamic culture of partnerships.

It’s all possible when you know where to start. 

We start with the customer. Let’s take it from there.

www.KPMG.com/customerfirst

read.kpmg.us/FutureCustomerConnections