Explore the latest customer experience trends

Turn customer insight to retail business leveraging digital transformation. Analyze real-time customer feedback to put customers at the center.

Turn customer insight to retail business leveraging digital transformation.

Ready for a new angle on customer experience? | Take a new look at trasnformation

With customers empowered to easily switch providers or substitute products, more than ever it is critical to provide the right service through the right channel at the right time. Not only that, but you need to continually improve the customer experience and keep managing costs.

Having a connected front office is the right strategy to meet these demands - giving you the ability to leverage almost every company-wide resource available to fulfil their needs.

Powered Marketing, Sales and Service provides immediate access to leading practices and processes to help you put consumers at the heart of your decision making. It uses pre-configured cloud technology to help you transform your front office to meet challenges such as:

How can your organization engage customers across traditional and digital channels seamlessly and effectively?
How are you leveraging data to inform strategy and the customer experience?
Does your business have the right operating model to meet the new customer expectations?
How to break down traditional silos between marketing, sales and service to create a connected front office

Empower your organization to deliver improved value to both your business and your customer:

Powered Enterprise | Marketing: Following the customer and creating multi-channel personalized experiences demands a flexible, integrated infrastructure, Powered Marketing focuses on easily integrated, scalable open-access solutions.

Powered Enterprise | Sales: Powered Sales can help show the way, automating low value-added activities for customers and salespeople, or offloading them to lower-cost resources.

Powered Enterprise | Service: Powered Service can help re-make your organization as a digitally integrated enterprise, positioning ‘benefit to the customer’ as a guiding light, informing all strategy, execution, and behavior.

What could the future look like?

Potential benefits from a connected front office can vary. Delivering transformations that encourage predictive, experience-led sales and service can help deliver benefits such as:

89% of customers retained*
7.5% lower average cost to sell annually*

^{*Source: KPMG Customer Insights, KPMG International, 2018.}

KPMG Powered Enterprise | Marketing, Sales and Service is enabled by market leading platforms, including Microsoft and Salesforce.

Julio Hernandez

Global Customer and Operations Service Line Lead

KPMG International

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Ready for a new angle on customer experience?

As the convergence of the front office accelerates, organizations should evaluate how they orchestrate the experience.

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Find out how Powered Marketing, Sales and Service can help you

What’s in the box?

Powered Enterprise provides you with three integrated elements for transformational success. Using our tried and tested operating model, implementation suite of tools and ongoing evolution services you can choose your desired functional outcomes then make them a reality.

1KPMG Target Operating Model

Shape how transformation plays through every layer of your organization.

Ensure you gain maximum benefit from your technology platform, simplify organizational challenges and choose the most efficient path to achieve your functional goals by using KPMG leading practice pre-configured on the platform of your choice.

Explore Target Operating Model

2KPMG Powered Execution Suite

Achieve transformation value faster with reduced program risk

Access an integrated platform of next generation tools and methods to help deliver functional transformation. Take the complexity out of implementation and unlock value faster with reduced risk.

Explore Powered Execution Suite

3KPMG Powered Evolution

Adopt a platform and approach that drives continuing evolution and innovation

Use specialized on demand services to drive continuing evolution and innovation. Keeping pace with the latest developments in technology and leading practice allows you to make transformation a way of business.