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Customer First

KPMG International's Customer Center of Excellence hosts our Customer First podcast series examining the trends in customer experience and the evolving front office interviewing experts who share their views and insights.

Listen to the latest podcasts below or listen and subscribe on Spotify and Apple.

Buying into brands

In this episode, our panel explore the emergence of a new type of customer, whose decisions are driven increasingly by purpose, integrity and reputation. They discuss how businesses can achieve customer buy-in and translate that into practice, illustrating their points with some great examples of trust-building key events.

Our speakers this week:

  • Jo Stringer, Partner, KPMG in the UK
  • Edgar Molenaars, Partner, KPMG in The Netherlands
  • Carmen Becker, Partner, KPMG Australia

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Ethics for a new era

In this episode, the panel highlight how business success is no longer measured purely in financial terms and how purpose now has to be built into strategy if organizations are to survive and thrive. Ethics are now tightly entwined in the wider business agenda of commercial resilience and the need to implement processes both for the customer and employees to ensure brand integrity and protect against reputational damage, are discussed.

Our speakers this week:

  • Tim Knight, Partner, KPMG in the UK
  • Samantha Gloede, Managing Director, KPMG in the US
  • Vamsi Duvvuri, Managing Director, KPMG in the US

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Logistics

In this episode, the panel discuss long-lasting changes that retail and CPG sectors need to address, from last mile and reverse logistics to orchestrating eco-systems. with the changing face of the customer. They also look at the difficulties of fulfilment for small businesses as well as growing customer expectations and feedback challenges are all considered. And our panel explore how delivery has now become a point of differentiation. Our speakers this week:

Our speakers this week:

  • Lisa Bora, Partner, KPMG Australia
  • Duncan Avers, Principal, KPMG in the US
  • Iain Prince, Associate Partner, KPMG in the UK
  • Peter Liddell, Partner, KPMG Australia

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Emotional intelligence

In this episode, the panel discusses how to stay emotionally connected to customers as we move to digital channels and how to use brands to build more meaningful relationships, while responding to those customers' needs and desires for self-service channels.

Our panel this week inlcudes

  • Mike Flodin, Principal, Customer Service Transformation, KPMG in the US
  • Aditya Rath, Partner, Customer and Operations Practice, KPMG in India
  • Katie Bolla, Partner, Customer and Digital Practice, KPMG in Canada

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Customer obsession

Our opening Customer First podcast explores customer obsession, the theme of our Customer Experience Excellence Report.

An expert panel includes

  • Julio Hernandez, Global Lead for the Customer Centre of Excellence, KPMG International
  • David Conway, Director, KPMG Nunwood, KPMG in the UK
  • Edgar Molenaars, Partner, KPMG in the Netherlands

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Empowered employees

This episode considers how businesses can drive better customer service through engaged, autonomous teams and reflects on the benefits of aligning customer and employee experience.

An expert panel includes

  • Robert Bolton, Global Lead for the People and Change Centre of Excellence, KPMG International
  • Chloe Burton, Senior Manager, KPMG in the UK
  • Matt Campbell, Managing Director, KPMG in the US

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Future of marketing

This global panel discuss the rapidly shifting consumer marketplace, the rise of marketing tech and how the expectation – and role – of marketing within organizations may change in the coming months and years. With an increasing focus on marketing data measurement, the panel explores the metrics behind brand value. And as the traditionally separate roles of marketing, branding and customer experience continue to converge, they all agree that the need to pull these sources together into one holistic point of view is vital.

Our experts this episode are:

  • Carmen Bekker, Partner, KPMG Australia
  • Jason Galloway, Managing Director, KPMG in the United States
  • Joanna Stringer, Partner, KPMG in the United Kingdom

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Future of sales

In this episode of the Customer First podcast, our experts discuss the impact this disruption has had on the Sales space and how, while the future of the function is somewhat unclear, organizations can place themselves in good stead to weather the turbulence.

Our experts this episode are:

  • Aditya Rath, Partner, KPMG in India
  • Tom Lurtz, Partner, KPMG in Germany
  • Walt Becker, Principal Sales Transformation Lead, KPMG in the United States

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Insight driven engagement

In this episode, we explore the concept of insight driven engagement and how organizations are getting to know their customers at a deep and profound level to help them choreograph motivational experiences.

Today's experts are:

  • Amanda Hicks, Partner, Customer Brand & Marketing Advisory, KPMG Australia and
  • Torsten Fritz, Director, Customer Advisory, KPMG in the United Kingdom.

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Future of service

Today's customers know what they want. With countless options at their fingertips, they can easily switch products or providers when their needs are not met. They expect every experience to match their best experience –and the bar rises daily. In this episode of the Customer First podcast, we delve into the changing nature of the consumer landscape and the impact this has had on delivering the right customer experiences.

Our speakers in this episode are:

Our experts this episode are:

  • Julio Hernandez, Customer Advisory Practice Lead, KPMG in the United States, and Global Customer Centre of Excellence Lead, KPMG International
  • Terry Walls, Managing Director and Connected Customer Service Lead, KPMG in the United States
  • Lisa Bora, Partner in Charge, KPMG Australia

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Value of customer experience (CX)

This episode of the Customer First podcast brings together a panel from Asia, Europe and North America to examine the true value of customer experience (CX). The panel discuss the latest customer experience trends in their regions and look at ways organizations can overcome the pitfalls to ensure a successful CX transformation journey.

Our panelists this episode are:

  • Julio Hernandez, Customer Advisory Practice Lead, KPMG in the United States, and Global Customer Centre of Excellence Lead, KPMG International
  • Aditya Rath, Partner, KPMG in India
  • Tim Knight, Customer Experience Leader, KPMG in the UK

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