Our global panel on this KPMG Customer First podcast talks about winning the battle for an ever-evolving customer, using insights effectively, and how all layers of an organization need to be obsessed with the customer. Walk with us through the six pillars of experience excellence displayed by successful organizations identified in our customer experience excellence research—personalization, resolution, integrity, valuing time and effort, expectation, and empathy—all working together to create great customer experiences.
Julio Hernandez, U.S. Customer Advisory leader, and Global Customer Center of Excellence lead, KPMG LLP
David Conway, Director, KPMG Nunwood, KPMG in the U.K.
Edgar Molenaars, Partner, KPMG in the Netherlands
Urvashi Roe, Global COO, Customer Center of Excellence, KPMG International
We invite you to listen to the recording in its entirety or jump to the moments of highest interest to you.
Moments of interest
01:02 The growing role of purpose in shaping an organization’s customer experience
07:07 How companies are adapting to changing customer needs and demands, with speed-to-market becoming an important differentiator
12:47 How successful companies are harnessing customer data to engage with them at the critical moment
18:18 Balancing trust with personalization
19:48 The "creepy vs cool" paradox
25:52 An overview of the six pillars of customer experience excellence
33:02 Why customer-centricity and the delivery and management of positive customer experiences are necessary to build a successful organization
34:20 Striking the right balance between understanding the consumer, designing the experience, and aligning your organization to deliver it