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kpmg connected enterprise

kpmg connected enterprise

creating a customer-centric, digitally enabled business

creating a customer-centric, digitally enabled business

today’s companies are in a battle for growth – and it begins and ends with the customer.

today’s digital world is vastly different than it was just a few short years ago. advances in disruptive technologies including artificial intelligence and machine learning are dramatically changing the way we do business – and the way customers make decisions.

however, fragmented digital infrastructure and lack of alignment between front, middle and back office functions – from customer service, to supply chain and operations and hr and it - can impact the ability for organizations to deliver seamless customer experience and drive growth as a 21st century enterprise.

almost 50% of ceos* believe they need to align their front, middle and back office functions to be able to deliver customer-centricity and ultimately achieve growth. they need to become a connected enterprise.

kpmg has identified eight fundamental capabilities that will help you align your organization and become connected.

*source: disrupt and grow, 2017 ceo outlook, kpmg international.

 

the eight capabilities of a connected enterprise

kpmg-commissioned research by forrester revealed that the most successful organizations invest in eight capabilities (pdf 49kb) that span all attributes of the customer experience, resulting in a connected organization that goes beyond cross-channel interactions.

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