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The supply chain: A critical part of customer experience

Feb 07, 2018
From Advisory Institute

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The supply chain: A critical part of customer experience
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From the Advice Worth Keeping podcast series
Hosted by Stan Lepeak, Global Research Director,
KPMG LLP Management Consulting


Successful companies focus on the economics of the customer experience, striking the right balance between what customers expect and what makes financial sense.

To ensure profitability, many companies are focusing on their supply chain and are rethinking their processes for ordering, fulfilling and returning. Should you drop ship products? Offer in-store pickup? What kind of return policy can you afford to offer, yet still have your customers feeling satisfied?

To answer these kinds of questions, operational professionals are increasingly considering customer lifetime value, a metric that has traditionally lived in marketing and advertising departments. Connected enterprises - organizations that connect the front, middle and back offices - are breaking down the walls that traditionally kept valuable data in silos, allowing the entire enterprise to benefit from it.

In this podcast, KPMG executives Duncan Avis, Robert Barret, Todd Cullen and Sam Ganga discuss:

  • Considerations needed to create a seamless customer experience
  • The power of data in today’s digital world
  • How the supply chain plays a critical role in customer experience
  • How to evaluate your true cost to serve and utilize data to make smarter, more profitable decisions.


Duration: Approximately 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.

Achieve the appropriate balance of value across marketing, sales, and customer service, explore
The economics of CX.

Listen to related podcasts where KPMG executives discuss:
Evolving role of physical and digital in today’s connected world.
Customer experience investments: Finding the sweet spot.

Learn more about how we are helping companies create a connected enterprise by improving efficiencies and establishing a data-driven, shared understanding across the entire supply chain and at every customer touch point. 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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