Discover how organisations are rising to meet the challenge of customer demands. Customer centric thinking challenges organisation models, creates fierce competition and is starting to disrupt the business landscape.
Brands are using augmented- and virtual-reality technologies to create memorable experiences for their customers. This offers the chance to reinforce a company's brand message and help it stay relevant in a crowded marketplace.
The key to deriving value from customer metrics lies in taking a holistic view, developing a deeper understanding of customer motivation and behaviour and embedding customer-centricity across the organisation.
With the theme of 'Customer First', this KPMG report details the six core capabilities of a customer centric business. We share the insight and practical experience KPMG has gained in helping clients in many sectors and markets around the world to successfully transform to unlock new sources of customer value and compete successfully in the digital age.
Digital transformation, mobile and social media have all led to hugely raised expectations for Customer Experience (CX). And if you’re not investing in improving your CX, a new wave of digital disruptors are happy to take your place in the market.
Advances in technology, logistics, payments and trust – coupled with increasing internet and mobile access and consumer demand for convenience – have created a US$1.9 trillion global online shopping arena, where millions of consumers no longer ‘go’ shopping, but literally ‘are’ shopping – at every moment and everywhere.
Get ahead in the era of the customer
For regular, actionable insights that can help you transform your business to deliver value in the era of the customer, register for full access to the KPMG Customer Excellence Centre.
Get ahead in the era of the customer by registering for full access to the KPMG Customer Excellence Centre.