Impact on business models and customer experience | KPMG | BH
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Impact on business models and customer experience

Impact on business models and customer experience

It is clear that disruptive technologies have the potential to significantly change the underlying economics of specific business processes. According to the results of our survey, media leaders are seeing disruptive technologies as a way to help drive improvements in operational performance.


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We see some real opportunities for media companies to utilize many of these emerging technologies to become more efficient businesses, whether that means changing the front office or the back office and probably both.

It’s worth noting that all 13 technology areas listed scored relatively highly, with the lowest-scoring technology (robotics) being cited by 65 percent of respondents as having a ‘moderate’ or ‘significant’ impact on the way they service their customers. One of the possible inferences that could be made from these findings is that decision-makers at media companies realize that disruptive technology is a business imperative, but that many are finding it difficult to pinpoint exactly which disruptive technologies represent the biggest or most important opportunities or threats to their companies. As such, many of them might be casting a wide net while they assess the potential implications and/or applications of these various technologies.

Overall, marketing platforms, social media and mobile devices and applications are seen as having the most impact on how technology organizations are serving their customers, with 79 percent, 78 percent and 78 percent of respective respondents saying those areas were having a ‘moderate’ or ‘significant’ impact on the way they serve their customers.

When it comes to driving productivity, respondents said the internet of things (50 percent), robotics (49 percent) and digital payments (47 percent) are helping them to be more productive.

Respondents said artificial intelligence/cognitive computing (46 percent) and 3D printing (45 percent) were helping them to improve quality. They also stated that D&A (42 percent) and the internet of things (41 percent) were allowing them to reduce personnel costs.

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