At a time when customers are more connected, empowered and demanding than ever, most companies know they need to create an excellent customer experience in order to compete. While organizations can envision a great customer experience, many struggle to execute against their vision and generate a credible return. This is largely because they’re focused only on customer-facing operations — and not aligning the rest of the enterprise to the strategy.
High-performing organizations recognize that to become truly customer-centric, they must connect their front office with the middle and back office, enabling the entire enterprise to deliver the promised customer experience. KPMG refers to this level of maturity as the “connected enterprise,” and it goes far beyond cross-channel interactions.
In this podcast, Julio Hernandez, head of KPMG’s U.S. Customer Advisory practice and Global Customer Center of Excellence, and Stan Lepeak discuss: