Orchestrating experiences

Design and deliver compelling customer experiences

In KPMG’s Customer First podcast series, we bring you the latest thoughts and market examples from KPMG professionals and guests on how today’s businesses are becoming increasingly customer-centric.

In this episode, host Julio Hernandez, Global Customer and Operations Lead, KPMG speaks with Jenny Roche, Partner, KPMG Australiaand Peter Liddell, Global Head of Operations, KPMGabout orchestrating experiences —a key thematic in the 2021 KPMG Customer Experience Excellence Report.

The panel discusses the continued need to design and deliver compelling customer experience founded on a high degree of orchestration across the business, and how by bringing front, middle and back offices together, the whole business can better align around the customer, their needs and the marketplace.