Customer first videos

Get out in front of disruptive forces and your customers’ expectations to start making stronger connections with your customers in every interaction.


To embrace a future-ready front office structure, marketing, sales and service executives will need new processes, policies, capabilities and skills that address six must-haves: data, analytics, automation, organizational structure, metrics and culture. Watch our videos below on the future of the front office to learn about preparing for the future with preemptive disruption.


The future of the front office

We're committed to helping our clients achieve tangible results from a connected front office. Partnership with cross-enterprise functions such as IT, HR, and finance is essential as the front office becomes a dynamic, direct, and on-demand customer-servicing unit. Our breadth of experience can help you define a vision and shape your transformation.                                                  

The future of customer connections

In today’s hyper-competitive and customer-centric world, organizations that know the most about their customers and harness this knowledge achieve the greatest success.

A wider focus: The future of marketing

The “Connected Customer” is everything – both the reason the business exists in the first place and the disruptive change agent. CMOs need to balance a sense of opportunity with urgency. 

Understand your customers better: The future of sales

Legacy sales strategies no longer align with today's connected customer. The new way of buying needs a new approach to selling.                                             

Deliver customer-first service

The future of customer service has begun to unfold. It is personalized, automated, empowering and predictive.                                                    

Is your business customer-centric? Register for our free diagnostic tool to find out.

1. Take the survey

Answer key questions to assess how customer-focused your business is in each of eight capabilities.

2. View your results

The diagnostic assessment results use charts to show how customer-centric your organization is against industry competitors and market benchmarks

3. Customize and download

Choose which benchmarks you want to appear on your graphical report, download and share.


Julio J. Hernandez

Julio J. Hernandez

Global and U.S. Customer Advisory Lead, KPMG US

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