KPMG, understanding the need for increased customer centricity during the current “Age of the Customer”, organised a focused event to discuss new ways for improving the experience of customer, who is becoming the new C in the C-level suite of organisations. The event offered participants a unique opportunity for a better understanding of the new Customer era and of the way to improve service provision by placing the customer at the heart of every business decision.
The event took place on Wednesday 8th of March, at Hilton Hotel, with distinguished key note speakers from Cyprus and abroad. The event was successfully organised, with increased participation and the attendees being eager to discuss and exchange views with the panel.
The event offered participants a unique opportunity for a better understanding of the new Customer era and of the way to improve service
provision by placing the customer at the heart of every business decision.
Christos Vasiliou, Deputy Managing Director and Head of Advisory of KPMG in Cyprus addressed welcoming remarks, highlighting that the business landscape has changed and that all companies should be transformed into customer-centric and digitally enabled, as customer centricity “is no longer a differentiator, it has become a matter of survival”. Antonis Bargilly, Board Member and Head of Strategy, Customer and Operations Services of KPMG in Cyprus, presented the local standpoint, stressing the importance for “a more holistic approach for achieving customer centricity” as the companies in Cyprus do not sufficiently utilise tools and solutions to understand their customer and act upon their insights.
Charis Pouangare, Director of Consumer and SME Banking Division of the Bank of Cyprus, discussed the importance of placing the customer in the centre of attention, and of “creating a customer service culture”. Benjamin Carlotti, Co-founder and Managing Director of Oulala Games Ltd, presented the online customer experience and proposed ways to engage “Millennial” customers, using smart digital marketing and big data. Vincent Piron, European Lead Customer Advisory of KPMG, presented the “Customer First Agenda” in the new Customer era, when empowered buyers demand new level of engagement and personalisation, highlighting ways to align customer experience and expectations and maximise profit.
The presentations were followed by a panel discussion, during which the participants discussed various interesting topics with the speakers, such as the ways to strike the balance between what is valuable to the customer and what will drive them away, how financial institutions can deal with customer emotions and find the balance between regulation and responding to customer needs and the importance of a holistic approach in customer management starting within each organisation from the top to the bottom.