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

US Strategy Service Line Leader, Deal Advisory & Strategy, 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

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.