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21/06/20181DocumentClassification:KPMGConfidential2018KPMGInternationalCooperative("KPMGInternational"),aSwissentity.
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Excellence,Economics,Execution,EngagementHowtodriveprofitablegrowthinadigitalageJulioHernandezPartnerGlobalCustomerCenterofExcellenceLeadCustomerAdvisoryLead–KPMGintheUS@J_Hernandez_CX#CustomerFirstDocumentClassification:KPMGConfidential2018KPMGInternationalCooperative("KPMGInternational"),aSwissentity.
MemberfirmsoftheKPMGnetworkofindependentfirmsareaffiliatedwithKPMGInternational.
KPMGInternationalprovidesnoclientservices.
NomemberfirmhasanyauthoritytoobligateorbindKPMGInternationaloranyothermemberfirmthirdparties,nordoesKPMGInternationalhaveanysuchauthoritytoobligateorbindanymemberfirm.
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KPMGHarveyNashCIOSurvey2018Customer-centric'organizationsare38%morelikelytoreportgreaterprofitabilitythantheircompetitors.
CXexcellencedeliveroutsizedfinancialreturnsTherevenuegrowthofthetop50brandsinthemeasuredcountriesis54%greaterthanthebottom50,atanaggregatedlevel.
54%202%TheEBITDAgrowthofthetop50brandsinthemeasuredcountriesis202%greaterthanthebottom50,atanaggregatedlevel.
Source:KPMGInternationalCustomerExperienceExcellenceAnalysis201821/06/20182DocumentClassification:KPMGConfidential2018KPMGInternationalCooperative("KPMGInternational"),aSwissentity.
MemberfirmsoftheKPMGnetworkofindependentfirmsareaffiliatedwithKPMGInternational.
KPMGInternationalprovidesnoclientservices.
NomemberfirmhasanyauthoritytoobligateorbindKPMGInternationaloranyothermemberfirmthirdparties,nordoesKPMGInternationalhaveanysuchauthoritytoobligateorbindanymemberfirm.
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Whenyouoverorunderinvestorfailtodeliveroncustomerexpectations,profitsuffers.
Economicvalueislostwhenexperiencesignificantlyexceedsexpectationsresultinginhigherthannecessaryoperatingcosts.
EXPERIENCEDELIVERED+1x-2xEconomicvalueislostwhenexperiencefailstomeetexpectationsresultinginmissedrevenueandshare.
Source:KPMGInternationalEconomicvalueismaximisedwhencustomerexpectationsandexperienceareinalignment.
CUSTOMEREXPECTATIONTheeconomicsofCXmustberightDocumentClassification:KPMGConfidential2018KPMGInternationalCooperative("KPMGInternational"),aSwissentity.
MemberfirmsoftheKPMGnetworkofindependentfirmsareaffiliatedwithKPMGInternational.
KPMGInternationalprovidesnoclientservices.
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ButCXinvestmentaloneisnotenoughSpendonCX(millions)Source:Markets&Markets,globalspendonCXtechnologymarketsizingandforecasts(2016),KPMGresearchaverageUSCXscore(2015-2018)2010201220142016201820202022025,00020,00015,00010,0005,00002468102015201620172018AverageUSCXscore21/06/20183DocumentClassification:KPMGConfidential2018KPMGInternationalCooperative("KPMGInternational"),aSwissentity.
MemberfirmsoftheKPMGnetworkofindependentfirmsareaffiliatedwithKPMGInternational.
KPMGInternationalprovidesnoclientservices.
NomemberfirmhasanyauthoritytoobligateorbindKPMGInternationaloranyothermemberfirmthirdparties,nordoesKPMGInternationalhaveanysuchauthoritytoobligateorbindanymemberfirm.
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52%ofCEOshavealignedmiddleandbackofficeprocessestoreflectamorecustomercentricapproachtofrontofficeoperationsExecutionbeyondthefrontofficeiscriticalEnterpriseDigitalTransformationOptimiseOperationsAgileSupplyChainEngagecustomersDigitalCustomerExperienceDisruptiveBusinessModelsStreamlineBackOfficeAgileManufacturingTransformSalesandServiceConnectedEnterpriseTransformProductsEmpowerEmployeesSource:KPMGInternationalDocumentClassification:KPMGConfidential2018KPMGInternationalCooperative("KPMGInternational"),aSwissentity.
MemberfirmsoftheKPMGnetworkofindependentfirmsareaffiliatedwithKPMGInternational.
KPMGInternationalprovidesnoclientservices.
NomemberfirmhasanyauthoritytoobligateorbindKPMGInternationaloranyothermemberfirmthirdparties,nordoesKPMGInternationalhaveanysuchauthoritytoobligateorbindanymemberfirm.
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Q&AwithChick-fil-AJulioHernandezGlobalCustomerCenterofExcellenceLeadKPMGintheUSMarkG.
MoraitakisSr.
DirectorofCustomer&MarketInsights,Chick-fil-A,Inc.
#CustomerFirst21/06/20184DocumentClassification:KPMGConfidentialTheinformationcontainedhereinisofageneralnatureandisnotintendedtoaddressthecircumstancesofanyparticularindividualorentity.
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2018KPMGInternationalCooperative("KPMGInternational"),aSwissentity.
MemberfirmsoftheKPMGnetworkofindependentfirmsareaffiliatedwithKPMGInternational.
KPMGInternationalprovidesnoclientservices.
NomemberfirmhasanyauthoritytoobligateorbindKPMGInternationaloranyothermemberfirmthirdparties,nordoesKPMGInternationalhaveanysuchauthoritytoobligateorbindanymemberfirm.
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