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Evolving the role of digital and physical in today’s connected world

Jan 10, 2018
From Advisory Institute

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Evolving the role of digital and physical in today’s connected world
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From the Advice Worth Keeping podcast series
Hosted by Stan Lepeak, Global Research Director,
KPMG LLP Management Consulting


Countless organizations have invested in multiple channels to allow them to interact with their customers on every platform. But many of them are leaving their customers frustrated at the end of those interactions. Why? Because their front-, middle- and back-offices aren’t connected, making it impossible for companies to seamlessly execute on the promises they’ve made and the experience their customers expect.

In order to deliver on customers’ expectations, organizations need to first understand their different buyers’ wants and needs, then rework their model to integrate their physical assets and digital capabilities to address them.

For example, if your buyers want convenience, how can you reduce friction at checkout? If service is at the top of your customers’ list of needs, how can you integrate digital enablers into physical spaces? And if your buyers are most focused on product quality, what can you deliver that your competitors can’t?

Today’s highest-performing businesses are realizing that success isn’t about multi-channel interaction - it’s about ensuring they have a connected enterprise to deliver on their customers’ expectations.

In this podcast, KPMG executives Duncan Avis, Katherine Black and Ali Wampler discuss:

  • Key considerations for integrating digital and physical assets
  • What denotes a value-centric omni-channel customer journey
  • How brick and mortar stores can be used as a strategic asset
  • How to create, differentiate and assess value in our customers’ experience.


Duration: Less than 10 minutes.  Activate the recording with the play button over the image.


Additional insights

Discover the eight fundamental capabilities that high performing organizations are investing in to maximize the value of the customer experience.

Learn more about evolving your digital capabilities and physical assets to create the experience your customers want. You can also take our free diagnostic to measure how your organization stacks up on customer-centricity.


For more Advice Worth Keeping, view the full list of podcasts and visit the Reality Check blog.

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