Evolving the role of digital and physical in today's connected world

KPMG's Duncan Avis, Katherine Black and Ali Wampler discuss how to deliver on customers’ expectations by integrating physical assets and digital capabilities.

Countless organizations have invested in multiple channels to allow them to interact with their customers on every platform. But many of them are leaving their customers frustrated at the end of those interactions. Why? Because their front-, middle- and back-offices aren’t connected, making it impossible for companies to seamlessly execute on the promises they’ve made and the experience their customers expect.

In order to deliver on customers’ expectations, organizations need to first understand their different buyers’ wants and needs, then rework their model to integrate their physical assets and digital capabilities to address them.

For example, if your buyers want convenience, how can you reduce friction at checkout? If service is at the top of your customers’ list of needs, how can you integrate digital enablers into physical spaces? And if your buyers are most focused on product quality, what can you deliver that your competitors can’t?

Today’s highest-performing businesses are realizing that success isn’t about multi-channel interaction - it’s about ensuring they have a connected enterprise to deliver on their customers’ expectations.

In this podcast, KPMG's Duncan Avis, Katherine Black and Ali Wampler discuss:

  • key considerations for integrating digital and physical assets
  • what denotes a value-centric omni-channel customer journey
  • how brick and mortar stores can be used as a strategic asset
  • how to create, differentiate and assess value in our customers’ experience.
Duncan Avis

Duncan Avis

Principal, Customer Solutions, KPMG US

Katherine Black

Katherine Black

Principal, Strategy, KPMG US

Ali Wampler

Ali Wampler

Director, Advisory, Customer Solutions, KPMG US