Connected is KPMG's approach to digital transformation. Focal point is the challenge how to continue to add value and how to stand out from your competitors. The main response to that challenge is to put customer experience at the heart of everything the organization does.
Accelerating digitalization, changing customer behavior, economic volatility, increasing regulatory pressure and fierce competition from various sides are challenging the future of banks and parties providing banking and bank-related services. Strengthening customer intimacy is not self-evident in an environment like this.
Banking services today are not only delivered by or through traditional banks, but also increasingly by FinTechs, BigTechs, mobility service providers and many other types of players.
The personal, unique relationship with the customer is increasingly fading and disruptors or specialists are lining up to take over parts of the value chain.
Lastly, customers demand a personal touch, flexibility and reactivity from their bank. At the same time, the back office is required to deliver on other qualities like stability, reliability and security. Consequently, there can be tension between customer-facing front office and the back office.
Below you’ll find out everything you need to know on how to be a Connected bank.
