New combinations of talent and technology are delivering decisive advances in customer experience, operational efficiency and competitive edge. Digital transformation should drive positive outcomes: whether it’s streamlining processes, harnessing data or shaping entirely new ways of doing business, this is about uniting every part of the enterprise in a common purpose.

Unparalleled change and disruption. Rapid reinvention of the customer experience. Bold product and service innovations. In the past year, organisations had no choice in becoming future ready – in real time.

In last year’s KPMG digital transformation study, the top three digital transformation priorities were responsive operations, seamless interactions and commerce, and customer-centric experiences. And that hasn’t changed.

This year, digital transformation leaders reveal that digital fuel 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.

It’s time for a reset

As they move from the emergency phase, we found the organisations are resetting priorities and focusing on their growth strategies. Beyond reacting to the impact of COVID-19, they’re engineering their own futures. And they’re shaping the next wave of business transformation with purpose in their drive to sustainable and profitable growth. Top of mind is designing a fully connected and consistent customer experience from the front office through to the back office.

The pandemic showed us how quickly the world can shift. 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.

This is a future that is Connected. Powered. Trusted

Let us shape YOUR future together.

Key findings infographics

A new outlook

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