Our global panel on this KPMG Customer First podcast dives into the changing nature of the consumer landscape and the impact this has had on delivering the right customer experiences. Today’s customers know what they want. With countless options at their fingertips, they can easily switch products or providers when their needs are not met. They expect every experience to match their best experience –and the bar rises daily.
- Julio Hernandez, U.S. Customer Advisory leader, and Global Customer Center of Excellence lead, KPMG LLP
- Terry Walls, Managing Director and Connected Customer Service Lead, KPMG in the U.S.
- Lisa Bora, Partner in Charge, KPMG in Australia
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 Intentionality and delivering great customer experiences in the customer service landscape
03.11 Deep connectivity between customer service and employee experience
04.10 Focus on your processes and priorities to inform channel selection
06.49 KPMG’s 6 pillars of customer experience and the prominence of empathy during uncertain times
08.46 Aligning the front office to tailor customer experiences
12.18 The impact of digital enablement on customer engagement
14.12 The rise of automation and the evolution of the workforce
18.10 Establishing metrics to ensure successful delivery
19.57 Fraudulent credit card example in the financial services industry
23.32 Triaging customer service – pre-emptive measures and negative experiences
25.01 Aligning the organization remotely whilst pivoting to a customer-centric environment
28.52 Closing remarks – balancing real-world challenges with a focus on distributed workforces, budgets, and technology