2020 KPMG U.S. customer experience excellence report
Explore differentiators for ten companies, what they did to improve their rankings and eight common capabilities that build resilience.
Embracing digital is no longer optional in the new reality
Having caught a glimpse of what is possible, stakeholders are eager to see improvements continue and to ensure their organizations emerge from the crisis ready to compete in whatever tomorrow’s new reality looks like.
Now is the time to use that momentum and double down on digital transformation to advance operations, drive tech enablement and integrate emerging technologies. By taking bold actions and a business-centric approach to deploying technology, organizations will be well positioned to lead today and grow tomorrow.
To derive maximum value from their digital agenda, however, we believe companies must focus not on technology for technology’s sake, but on how technology can be leveraged efficiently to drive these high-level outcomes: drive down costs, ignite innovation, create the agility to compete successfully, and deliver more personalized customer experiences.
Our digital capabilities help you achieve these outcomes and thrive in this digital world.
What is possible when our digital capabilities are put to work