Today's customers are better informed, better connected and more demanding than ever before. KPMG International's CEO survey of 2016 reported that 88 percent of CEOs are now concerned about customer loyalty and recognise that mastery of the customer agenda is essential.
Almost every market is experiencing fundamental change; consumer expectations have shifted and digital technologies are making the biggest impact on businesses large and small since the start of the information age.
Ultimately, businesses need to navigate the challenges of digital disruption and find new ways to create economic value and drive profitable growth.
With the theme of 'Customer First', this report details six of the core capabilities: