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COVID-19: The new reality for business services

COVID-19: The new reality for business services

Alev Williams discusses how to digitally enable your business services for the new reality.


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“It feels like three years of digital transformation has been condensed into the last three months.”

Business services organisations have already faced numerous challenges that have been presented by COVID-19. As lockdown eases and we embrace a new reality, digital transformation will remain key.

In our latest New Reality video, Alev Williams, Head of Global Business Services, sets out what she believes is the starting point for digitally enabling your business services organisation for the new normal. 

Purpose and value proposition

Firstly, business services need to realign their vision and purpose with business priorities in the new reality. The focus has been on delivering core services during the lockdown. Now, there’s an opportunity to rethink how business services help the business navigate in a fast-changing environment. The key is to take a customer-first approach and put employees at the heart of initiatives.


COVID-19 has highlighted where business services have gaps in their capabilities. Those that have performed the best have tended to have premium capabilities such as user-experience-led design and advanced data analytics.

Digital enablement

It’s important to identify the right opportunities that will deliver a return on digital investment. Business services have a key role in integrating and coordinating digital transformation and developing a roadmap that delivers the desired business outcomes. 

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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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