A year ago, KPMG commissioned Forrester Consulting to survey global digital transformation strategy leaders to find out how the pandemic was affecting their companies’ digital transformation strategies and their world of work.

We re-ran the research in April 2021 with 820 digital transformation strategy leaders in 12 countries and territories across 12 sectors to uncover any major shifts taking place.

This year, digital transformation leaders reveal that digital is an accelerant that has transformed customers’ experiences and expectations, and there’s no going back. Through the pandemic, customers have gained better access to products and services at the click of a button than ever before. The bar for delivering exceptional digital customer experiences is high – and is set to get higher.

Read KPMG's “Digital Fuel” report to gain new insights on the acceleration of business and digital transformation.

Key areas of focus

Organisations are focusing on four key elements of digital transformation:

Building customer centricity and engaging customers at every interaction

Using digital to create an empowered and connected workforce

Technology-enabled change

Building a trusted enterprise

The pandemic has been an accelerant of both business and digital transformation, with seven out of 10 digital leaders in the survey reporting that their transformation efforts around automation and AI-powered workforce models have put them months — or even years — ahead of where they expected to be1. The same holds true for their customer engagement strategies, with 62 percent implementing digital customer experience initiatives far ahead of schedule2.

Digital agility is now an operational necessity to help organisations refocus their priorities and adapt quickly, but how they do that, matters. Many organisations are already building environmental, social and corporate governance (ESG) metrics into the business case. These businesses recognise that rapid transformation should be carefully engineered in a way that builds confidence and trust with all stakeholders.

Learn how today’s digital transformation leaders are getting future ready in the KPMG and Forrester Consulting digital transformation study.


Source 1: A commissioned study conducted by Forrester Consulting on behalf of KPMG, July 2020
Source 2: A commissioned study conducted by Forrester Consulting on behalf of KPMG, April 2021

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