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      Make the connection

      Today’s customers are better informed and more demanding than ever before. Therefore, sustainable growth in a digital world depends on recognizing the power of the customer and aiming to ensure your organization is truly connected and customer-centric.

      This means having your processes aligned and connected across all functions, and your people and partners all working together to meet customers — effectively and profitably — on their terms.

      KPMG Connected Enterprise is a customer-centric, tailored-by-sector approach to digital transformation. It transforms the way that you transform, helping you to focus your enterprise, operations and technology development on meeting customer, employee and stakeholder expectations, creating business value, and driving sustainable growth.

      If your goals involve striving to improve experiences, introduce innovative new products and services, drive operational cost efficiency, align workforces and modernize your technology, KPMG Connected Enterprise is here to help.

      Make the connection

      Learn how to put customers at the heart of your business.

      Download PDF

      Connected capabilities

      Eight capabilities, for twice the impact

      The most successful organisations invest in eight capabilities which span all areas of the customer experience. This ensures a connected organisation that goes beyond cross-channel interactions.

      Those that invest in all eight capabilities are twice as likely to meet customer expectations, achieve objectives and deliver return on investment.

      Click on a capability box to discover more

      Insight-driven strategies and action

      With KPMG Connected Enterprise | Insights, harness data, advanced analytics and actionable insights with an understanding of the customer and the business, to help shape integrated business decisions.

      Key considerations

      • Do your capabilities give you a holistic understanding of your business ecosystem?
      • How do your data practices help you to provide a real-time, 360-degree view of your customers?
      • Do you have detailed policies in place to ensure information security and privacy?

      Innovative products and services

      Develop compelling customer value propositions on price, products and services to engage customers and help drive profitable growth.

      Key considerations

      • Does your strategic planning process balance value to customers with value to the organization?
      • Do your customer insights help you target customers and prospects with the right products?
      • Do you design new products and services leveraging deep customer insights and anticipating future needs?

      Experience centricity by design

      With KPMG Connected Enterprise | Experience, design seamless, intentional experiences for customers, employees and partners, supporting the customer value propositions and delivering business objectives.

      Key considerations

      • Do you approach experience design from both inside-out and outside-in?
      • Can you respond to rapidly evolving customer, employee and marketplace dynamics?
      • Do you measure customer, employee and partner interactions across different products and ervices, delivered across various channels, using multiple KPIs?

      Seamless interactions and commerce

      With KPMG Connected Enterprise | Customer Engagement, interact and transact with customers and prospects across marketing, sales and service and achieve measurable results.

      Key considerations

      • Is your experience joined up and connected?
      • How does your organization harness data and analytics to deliver a relevant, seamless experience across marketing, sales, service and commerce?
      • Can your platform integrate internal systems with partners and third-party providers to provide the desired experience?

      Responsive operations and supply chain

      With KPMG Connected Enterprise | Operations, operate the business with efficiency and agility to help fulfil the customer promise in a consistent and profitable way.

      Key considerations

      • Are your operations able to respond and adapt to changing market requirements?
      • Does your supply chain bring you the consistent performance that you need?
      • Do you leverage data and analytics across the full value chain to drive enterprise improvement?

      Aligned and empowered workforce

      With KPMG Connected Enterprise | People, build a customer-centric organization and culture that inspires people to deliver on the customer promise and drive up business performance.

      Key considerations

      • Do you foster an innovative, forward-looking and customer-centric culture?
      • Do your employees have the right skills and training to help them deliver to customers?
      • Are you able to attract and retain the right digital and entrepreneurial talent with the right mindset for customer centricity?

      Digitally-enabled technology architecture

      With KPMG Connected Enterprise | Technology, create intelligent and agile services, technologies and platforms, enabling the customer agenda with solutions that are secure, scalable and cost effective.

      Key considerations

      • Are you incorporating and optimizing the integration of today’s and tomorrow’s technologies to support high performance?
      • Are you automating business and technology processes to respond to customer needs more effectively?
      • Is the necessary security in place to protect your data, systems and products?

      Integrated partner and alliance ecosystem

      With KPMG Connected Enterprise | Ecosystems, engage, integrate and manage third parties to help increase speed to market, reduce costs, mitigate risk and close capability gaps to deliver the customer promise.

      Key considerations

      • Are you able to identify partners, alliances and vendors to fill any capability gaps?
      • Do you have a defined, efficient and risk reducing onboarding process?
      • Do you monitor partners’ performance and ensure it is helping you meet your business objectives?

      Where are you on your Connected Enterprise journey?

      Complete the Connected Enterprise Capability Maturity Assessment and download your customized, real-time report. This benchmarks your organization’s journey to digital maturity against industry best practice.

      At a glance, you’ll have an easy-to-share view of the opportunities and challenges you face on the way to becoming a connected enterprise, aligned around your customers.

      Connected solutions

      KPMG helps organizations to design, develop, deliver and operate Connected Platforms. To support this ambition, we provide an integrated suite of preconfigured solutions, tailored by sector.

      Solutions increase the flow of value along the end-to-end value stream; connect the organization to its customers, employees, business partners and suppliers and use technology to connect the functional silos of the front, middle and back office.

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      Intelligent forecasting

      Achieving effective and insightful financial planning isn’t always easy. Intelligent forecasting supports roles or functions within organisations with real-time data refresh, modelling and insights.
       

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      Working capital insights

      Cash is the key to survival and growth of every business. Effective cash management to maintain a steady stream of working capital is an increasingly vital practice.

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      Voice of the customer

      The quality of the Customer Experience incorporating the Voice of the Customer, which captures what customers say, do, and feel, is a key differentiator driving customer-centric change.

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      Worflow & automation

      This accelerator combines KPMG’s process mining and low-code automation services with reconfigured sector- or function-specific solutions to perform an accelerated diagnostic on operational processes.

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      Workplace deisgn

      Redesigning physical/digital space and corporate culture enables employees to work remotely in a collaborative working environment.

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      Enterprise integration

      A digital business requires a connected enterprise across all layers of the operation model. Connected Technology - Enterprise Integration drives organisation toward the API economy.

      Contact us

      Silvester Liu
      Silvester Liu

      Connected Enterprise Lead Mainland

      KPMG China

      Stanley Sum
      Stanley Sum

      Connected Enterprise Lead Hong Kong SAR

      KPMG China

      Daniel Zhi
      Daniel Zhi

      Connected Enterprise Lead Mainland Banking

      KPMG China

      Willi Sun
      Willi Sun

      Connected Enterprise Lead Consumer and Retail

      KPMG China

      Jenny Yao
      Jenny Yao

      Connected Enterprise Lead Healthcare

      KPMG China

      Explore more

      KPMG's Advisory professionals assist clients through a range of services.
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      We focus on what an organization needs to change to achieve measurable improvements to revenue, margin expansion, cost management and capital structures.

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      Find out how KPMG's expertise can help you and your company.

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