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.
In today’s challenging economic environment, executive teams are increasingly expected to deliver sustainable growth by transforming their customers’ experiences. 90 percent of executives we surveyed said they are worried about customer loyalty, and 32 percent said building and sustaining customer loyalty was a top ten priority .
What makes a good customer experience? Every organisation will have a different stance when it comes to 'getting it right' for the customer. However, there are six universal characteristics that can be found in every good experience.
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.