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How to build an organization based on customer-centric capabilities

Feb 22, 2018
From Advisory Institute

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How to build an organization based on customer-centric capabilities
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From the Advice Worth Keeping podcast series
Hosted by Stan Lepeak, Global Research Director,
KPMG LLP Management Consulting


To become customer-centric, leading organizations are moving away from traditional functional silos toward a capability-based Connected Enterprise. This means that instead of employees working on one specific job and area, roles are becoming cross-functional, enabling employees to understand how their role impacts not just the organization but the broader customer experience. And while organizations are investing in new technologies and processes more than ever, they don’t always see the desired return either because they don’t have the right talent or they’ve not aligned the organization to the new vision.

A key component to building a successful capabilities-based strategy is ensuring your front, middle and back offices are closely connected - what we call the connected enterprise. And it’s essential that leader think not only about the desired customer experience, but the culture that’s required to execute it.

In this podcast, KPMG executives Duncan Avis, Katherine Black, and Leila Shin discuss:

  • How to pursue a capabilities-based strategy model to prepare for the future business
  • The critical capabilities required to execute a Connected Enterprise
  • The importance of organizational alignment 


Duration: 17 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.
Explore our findings.

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

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