Consumer & Retail CIO priorities in the new reality

Digital leaders are focused on adapting the customer experience.

Marc Snyder

Marc Snyder

Managing Director, CIO Advisory, KPMG US

+1 212-954-6452

Scott Rankin

Scott Rankin

National Advisory Leader, Consumer & Retail, KPMG LLP

+1 617-988-1474

A Harvey Nash / KPMG CIO Survey 2020 industry report

Operational priorities, technology investments, business performance, cloud and data security, diversity and inclusion in Consumer & Retail 

When addressing strategic priorities for the future, Consumer & Retail CIOs know they must be focused on one thing: adapting the customer experience to a new reality.  Going beyond customer centricity to “customer leading” is key. This must be driven through a recognition that customers don’t always know what they want; the new reality will be built on thinking beyond what customers are saying to anticipate future trends and requirements. 

In this Consumer & Retail report, we share how being a digital leader differentiates you from your industry peers. We also compare survey results for Consumer & Retail to overall results in these key areas:

  • board priorities and investment 
  • strategy and operating model
  • delivering value at speed
  • people and culture
  • the rise of cyber
  • analytics and insight.
Key findings from the survey responses of 259 Consumer & Retail industry technology leaders

If you would like to learn more, we would be happy to discuss the survey findings and our analysis in more detail. 

Full survey report

Now in its 22nd year, the Harvey Nash/KPMG CIO Survey is the largest IT leadership survey in the world, with over 4,200 responses from CIOs and technology executives across 83 countries in 2020.