To become customer-centric, leading organizations are moving away from traditional functional silos toward a capability-based Connected Enterprise. This means that instead of employees working on one specific job and area, roles are becoming cross-functional, enabling employees to understand how their role impacts not just the organization but the broader customer experience. And while organizations are investing in new technologies and processes more than ever, they don’t always see the desired return either because they don’t have the right talent or they’ve not aligned the organization to the new vision.
A key component to building a successful capabilities-based strategy is ensuring your front, middle and back offices are closely connected - what we call the connected enterprise. And it’s essential that leader think not only about the desired customer experience, but the culture that’s required to execute it.
In this podcast, KPMG executives Duncan Avis, Katherine Black, and Leila Shin discuss: