Commerce-powered, customer-centric focus
Companies can no longer rely on their size and longevity to guarantee brand loyalty. The traditional strategies of "build it and they will come" are long gone. Customers expect a personalized experience, and they expect it how, where, and when they want it—at a fair price.
To compete in this digital economy, companies need to find new ways to promote, deliver and support their products and services in unique and agile ways. From retailers, to industrial suppliers and insurers—the future of commerce will be conducted using digital channels. As these channels become significant to impact the overall revenue, margin and cost-to-serve—those who don’t rise to this challenge run the risk of becoming obsolete.
To thrive and succeed companies must leverage digital channels to differentiate the customers’ buying experience. They must collect and analyze data effectively to predict the customer behavior and augment decision-making. They must also integrate across functions to provide a seamless and flexible response to changing customer expectations.
The agenda for the future of commerce
Come back to this page soon for additional KPMG insights to help you get these success factors right: