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The eight capabilities of a connected enterprise

The 8 capabilities of a connected enterprise

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.

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.

  1. Product, pricing and customer strategy
  2. Experience centricity
  3. Responsive supply chain and operations
  4. Partnerships, alliances and vendor management
  5. Advanced data and analytics
  6. Technology architecture and enablement
  7. Seamless commerce
  8. Organization alignment and people capability

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