Future Ready

Engage your customers; engage your employees

By Kristen Morgan

Today’s consumers are better informed, better connected and more demanding than ever before.

Keeping pace requires a new kind of company – what KPMG calls the 21st Century Enterprise – that creates highly personalized, individual experiences and reacts quickly to changing customer needs.

It also requires engaging with employees, according to Julio Hernandez, KPMG’s Global and U.S. Customer Advisory leader, who says companies can’t deliver great customer engagement if they don’t first connect with employees.

But it’s not just customers with increasing demands. Employees, too, have higher expectations about their experience at work. KPMG’s U.S. People & Change leader Claudia Saran says, “When employees are at home, they're interacting with Alexa, and Siri, and all sorts of interesting technologies. They don't want to have the Jetson's at home and the Flintstone's at work.”

In our latest installment of Future Ready, we explore how leading organizations are harnessing technology and employing a different mix of workers capable of gathering, organizing and converting data into meaningful insights that can enhance both the customer and employee experience. 

 

 

For additional information or to arrange an interview with Julio Hernandez, Claudia Saran or other leaders at KPMG, please contact Kristen Morgan.

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Kristen Morgan

Kristen Morgan

Director, Corporate Communications, KPMG US

+1 410-949-2668


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Biographies

Julio J. Hernandez

Julio J. Hernandez

Global and U.S. Customer Advisory Lead, KPMG US

+1 404-222-3360
Claudia Saran

Claudia Saran

Principal, People & Change Leader, KPMG US

+1 312-952-5550