Unparalleled change and disruption. Rapid reinvention of the customer experience. Bold product and service innovations. In the past year, organizations had no choice in becoming future ready – in real time.
In last year’s KPMG digital transformation study,1 the top three digital transformation priorities were responsive operations, seamless interactions and commerce, and customer-centric experiences. And that hasn’t changed.
This year, digital transformation leaders reveal that digital fuel is an accelerant that has transformed customers’ experiences and expectations, and there’s no going back. Through the pandemic, customers have gained better access to products and services at the click of a button than ever before. The bar for delivering exceptional digital customer experiences is high - and is set to get higher.
It’s time for a reset
As they move from the emergency phase, we found the organizations are resetting priorities and focusing on their growth strategies. Beyond reacting to the impact of COVID-19, they’re engineering their own futures. And they’re shaping the next wave of business transformation with purpose in their drive to sustainable and profitable growth. Top of mind is designing a fully connected and consistent customer experience from the front office through to the back office.
The pandemic showed us how quickly the world can shift. Digital agility is now an operational necessity to help organizations refocus their priorities and adapt quickly, but how they do that, matters. Many organizations are already building environmental, social and corporate governance (ESG) metrics into the business case. These businesses recognize that rapid transformation should be carefully engineered in a way that builds confidence and trust with all stakeholders.
This is a future that is Connected. Powered. Trusted.
Learn how today’s digital transformation leaders are getting future ready in the latest KPMG digital transformation study.
Source 1: A commissioned study conducted by Forrester Consulting on behalf of KPMG, July 2020
Source 2: A commissioned study conducted by Forrester Consulting on behalf of KPMG, April 2021
Key findings infographics