Delivering a superior customer experience: Personalization, digitalization, and the 'connected enterprise'
Delivering a superior customer experience: Personalization, digitalization, and the 'connected enterprise'
PODCAST

Delivering a superior customer experience

Julio Hernandez talks about customer experience personalization, digitalization, and the evolution across industry lines.

 Part of our 2019 Trends podcast series

 

Enterprises have long considered customer experience one of the keys to profitable growth. And, of course, it is.

But many are stepping back to evaluate and better understand if they’re making the right investments in customer experience, what they need to do to deliver it, and what customers truly want from their experience.

In this podcast, Julio Hernandez, leader of KPMG’s U.S. customer advisory practice, sat down to discuss:

  • The bi-directional value around a personalized customer experience, the privacy breach and regulatory issues around collecting data to deliver the personalization, and why consumers are willing to provide information in a protected manner if they believe they’ll receive value in exchange for it
  • Why enterprises need to take a pragmatic, broad – across the front, middle, and back office – and measured, intentional approach to delivering a powerful customer experience in a digital world
  • How the customer experience is evolving across blurring industry lines and in different geographies
  • Why “connected enterprises” will be the most successful at delivering a superior customer experience.

This is one of many installments in our 2019 Trends podcast series. 

Visit our series page to listen to others.

 

Companion report

Julio J. Hernandez

Julio J. Hernandez

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