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 of organizations to deliver a 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.
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.