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How to create a customer centric enterprise in the digital age

Create a customer centric enterprise in the digital age

Today's customers are better informed, better connected and more demanding than ever before. KPMG International's CEO survey of 2016 reported that 88 percent of CEOs are now concerned about customer loyalty and recognise that mastery of the customer agenda is essential.

Paul Howes

National Managing Partner, KPMG Enterprise

KPMG Australia


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Customer First

Almost every market is experiencing fundamental change; consumer expectations have shifted and digital technologies are making the biggest impact on businesses large and small since the start of the information age.

Ultimately, businesses need to navigate the challenges of digital disruption and find new ways to create economic value and drive profitable growth.

With the theme of 'Customer First', this report details six of the core capabilities:

  • Customer strategy
  • Customer experience
  • Marketing, sales and service transformation
  • Customer centric enterprise
  • Customer data, analytics and insights
  • Digital transformation

© 2020 KPMG, an Australian partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. All rights reserved. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG International Cooperative (“KPMG International”) is a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.

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