Customer resilience | Creating a customer-centric business

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Linda Imonti

Managing Principal, Chicago, National Ignition Leader, KPMG LLP

+1 312-972-2649

KPMG is committed to the health and well-being of our professionals, our clients, and the communities in which we operate. We are writing to inform you of our current response to the continued spread of COVID-19 (coronavirus) and to emphasize that we place the highest priority on the health of our people and yours.

We are taking recent developments very seriously, are actively monitoring the situation and continuously communicating with our professionals. Our actions follow guidance from relevant government bodies and public health experts, including the Centers for Disease Control (CDC), the World Health Organization (WHO), and International SOS (ISOS).

At this time, the Customer resilience | Creating a customer-centric business at the KPMG Ignition Center in Chicago scheduled for March 26, 2020 has been cancelled. We will look to reschedule in the coming months.

As organizations seek to capture profitable growth in a digital world, there is a growing need to become increasingly customer-centric to guide strategy and investment decisions.

Join KPMG and local executives for a discussion around the primary strategies companies are employing to remain agile and resilient through a focus on customer expectations.

77% of U.S. CEOs say they could further improve their understanding of their customers in order to personalize the customer experience.

2019 U.S. CEO Outlook survey

Overview
Speakers
KPMG Ignition Center – Chicago

Overview

This event is the third of a four-part series of events focused on organizational resilience, including speakers, discussion, technology demonstrations, capability assessments, and stories of how organizations are using data and analytics for strategic decision making. The topics of resilience will include:

Growth
Workforce
Customer
Technology

Topic	Speaker	Time
A Customer-Centric World Join in a discussion on the following areas of focus for organizations today: Commercial advantage rests on the ability to understand consumers and customers to engage accordingly. Organizations need to consider what shapes and defines today’s customer purchasing and experience requirements to drive value. Organizations need to break down the silos in their organization to become a customer-centric, digitally-enabled business, engineered for profitable growth.	Julio Hernandez, Global Customer Center of Excellence Lead, KPMG International, and Customer Advisory Solutions lead, KPMG in the U.S. Jeff Mango, Managing Director, Customer Experience Transformation Lead, KPMG in the U.S.	2:00-3:00 p.m.
Breakout Sessions		3:00 – 5:00 p.m.
Future-Proofing your Business Participate in a design-thinking activity to discover why you and your business need to pay attention to both long and short-wave signals. Learn how to synthesize this information into strategic action that will keep your organization both nimble and thriving.	Brian Miske, KPMG Executive Director, Innovation Lab
Customer Growth & Retention Organizations face increased challenges making it necessary to interpret and capitalize on the data-rich world around them. Leveraging the KPMG Signals Repository to analyze spend and non-spend behaviors longitudinally, our Customer Growth & Retention capability identifies microclusters of customers to determine specific marketing methods for increasing volume and dollar sales.	Vamsi Duvvuri, Managing Director, KPMG Data & Analytics
Unlocking What your Customers Really Want Learn how your organization can utilize The Garage experience to facilitate real-time prototyping, side by side with your customers. During this session, you will experience how co-creating products and services will both meet customer needs and get to the right solution faster.	Sean Masterson, Manager, Transformation Delivery Services
Networking Reception		5:00 – 6:00 p.m.

Speakers

Julio J. Hernandez

Global and U.S. Customer Advisory Lead, KPMG US

+1 404-222-3360

Jeffrey Mango

Managing Director, Customer Advisory, Customer Experience, KPMG US

+1 770-853-7020

Brian Miske

KPMG Ignition Managing Director, KPMG US

+1 973-876-1591

Vamsi Duvvuri

Managing Dir - Data&Analytics, Digital Lighthouse, KPMG LLP

+1 770-625-4321

KPMG Ignition Center – Chicago

Businesses today are facing unprecedented change

The intersection of human technological innovation is fundamentally shifting how and where we work, and who does the work. It impacts business models, operating models, and financial models. The insights supporting our clients’ decisions matter more than ever. Together we can spark ideas we haven’t even dreamed of yet. And turn those ideas into reality.

What happens at the Ignition Centers?

Here we bring together our experts in design thinking, data and analytics, strategy, and technology to collaborate on new services and help our clients prepare for and address disruptive changes to their business models.

Brian Miske

KPMG Ignition Managing Director, KPMG US

+1 973-876-1591

John Hair

Director, Lead for US Insights Centers, KPMG US

+1 312-665-3606

Lia Douglas

Senior Director, OMP, Chicago, KPMG US

+1 312-665-2643

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