In this KPMG Customer First podcast, we explore the concept of insight driven engagement and how organizations are getting to know their customers at a deep and profound level to help them choreograph motivational experiences. Our global panel discusses ways organizations are using data to become more customer centric, how the shift towards digital has affected the insight provided, and how the information we now have on a customer allows us to be more predictive in the experiences we create. With this insight, organizations can demonstrate better empathy with their customers and build relationships that are both personalized and based on trust.
Amanda Hicks, Partner in Charge, Customer Brand and Marketing Advisory, KPMG in Australia
Torsten Fritz, Director, Customer Advisory, KPMG in the U.K.
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
01:32 Using data to design proactive customer experiences and predict customer needs
03:25 How we connect with customers using digital solutions and big data
16:10 Keeping customer at the center but staying true to your brand
08:10 "Data lakes" – how we unify data in one place
10:51 Trust and the balance between personalized experiences and consumers’ concerns around privacy
16:11 Artificial intelligence trends: predictive offerings, personalization and the drive for innovation
19:23 The biological reaction of customers to services and products
23:32 Gaining insight to shape smaller audience segments at an individual level
25:27 Embedding insight sits within the day-to-day of an organization and promoting connectivity
32:09 The "tipping point" for legacy organizations
33:00 Insight as the "fabric" of an organization