Seeking customer centricity: The omni business model

Seeking customer centricity: The omni business model

The fourth annual Global Consumer Executive Top of Mind Survey by KPMG International and The Consumer Goods Forum looks at the impact of industry disruption on traditional business models and how business leaders are responding.

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An omni business model takes omni-channel to the next level by enhancing it with: hyper customer-centricity; seamless integration of all business systems; agile, demand-driven supply chain; CSR commitment that permeates the business; digitally advanced systems; and use of data, analytics and new technologies.  

This report is based on a survey of 400 senior consumer executives at global consumer and retail brands. Through the survey and selected executive interviews, we are able to share the insights and leading strategies of some of the world’s most advanced omni businesses. In addition, we also surveyed 7,100 consumers in 19 countries on their shopping behaviors and preferences, to see how aligned the executives’ strategies are with actual consumer sentiment.

They are not and nothing contained herein shall be construed to place these entities in the relationship of parents, subsidiaries, agents, partners, or joint venturers. No member firm has any authority (actual, apparent, implied or otherwise) to obligate or bind KPMG International or any member firm in any manner whatsoever. The information contained in herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavor to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation.

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