Customer obsession

Julio Hernandez, David Conway, and Edgar Molenaars talk about why today’s organizations need to be customer-obsessed to succeed.

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

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