The future of customer service

Support the moments that matter most to your customers with better collaboration across the business.

Download our report


Service and the new front office

The traditional front office functions are gone, upended by empowered “connected customers” with increased expectations. To deliver, the service function must evolve from its reactionary role into an anticipatory one, enabled by predictive analytics and new capabilities to create a proactive readiness in a connected enterprise.

This approach calls for data harvesting to provide granular insights from customer channels and purchase interactions to identify service vulnerabilities before they rebound as inbound complaints. Future-state metrics may even look to measure incidents avoided rather than incidents resolved. 

Making the right connections: The future of customer service

Request our report to learn how to address customer and technology disruptions that are driving transformations in customer service and across the front office.

Complete the form below to receive your copy of Making the right connections: The future of customer service as well as research, perspectives and practical answers on moving customer service forward in KPMG's Customer First Real Insights newsletter. 

Request the report

 By submitting this form, you agree that KPMG LLP (U.S.) can process your personal information pursuant to KPMG LLP’s Privacy Statement, including for the purpose of providing you the publication(s) or content that you have agreed to receive.

Deliver customer-first service

The future of customer service is here. It’s personalized, automated, empowering and predictive. 


Traditional customer service wastes resources, time and money by reacting to concerns rather than anticipating them. Customer service needs to move beyond the “call center” operations of the past to a virtual ecosystem of digital and human assistants. It’s happening already: by 2021, 15 percent of all customer service interactions will be completely handled by artificial intelligence—an increase of 400 percent from 2017, according to Gartner.

To meet the increased expectations of the connected customer, customer service must:

  • offer a seamless integration between self-service and live service
  • have agents who know their customers and the skills to fix their problems and solve for their needs
  • excel at proactive service as customer expectations continue to rise.

Companies that focus on these touchpoints to provide more relevant and agile customer service will be the ones that differentiate themselves the most from competitors.

Be future-ready

Changes in the front office will lead the journey into the future for most companies. It’s here, after all, that the enterprise meets the marketplace and the connected customer. To embrace a new front-office structure, marketing, sales and service executives will need new processes, policies, capabilities and skills that address the six must-haves: data, analytics, automation, organizational structure, metrics and culture. 

Leaders don’t wait to be disrupted; they prepare for the future with preemptive disruption of their own. Contact us today to find out how KPMG helps enterprises create better customer experiences and be ready for the future of the front office. 

Learn more about the future of the front office

Terry Walls

Terry Walls

Managing Director, Advisory, KPMG US

Julio J. Hernandez

Julio J. Hernandez

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


KPMG complies with the auditor independence rules of the AICPA, SEC, PCAOB and DOL. As a result, some services described herein may not be available to our audit clients. KPMG audit clients should check with their respective lead audit partner for more information.