Businesses continue to face unprecedented levels of economic, technological and consumer behavior change. Customers expect more from businesses than ever before. They expect excellent experiences that involve minimal time and effort, always meet expectations, demonstrate integrity and authenticity, reach resolution, and are empathetic and above all personalized. To be profitable, businesses have to strike a balance between customer expectations and experience. They need to look at their business from the outside-in and confirm the front, middle and back offices are connected to maximize the customer experience. To do this companies need to connect with their customer, employees and partners, they need to bridge across their functional areas and ensure they are part of the digital ecosystem. KPMG has conducted research that demonstrates high performing businesses are connected across 8 core capabilities that are supported or enabled by various forms of technology. We will discuss how these core capabilities and supporting technology enable a connected enterprise.
Moderator: Miriam Hernandez-Kakol, HITEC Board of Directors and Principal, KPMG
Julio Hernandez, Principal, KPMG
Adriana Torres, Senior Vice President, Global Head of Hospitality Support, Oracle
Diego Souza, Managing Director, United Airlines