Reimagining the front office for a smarter, faster future
Integrate marketing, sales, and service to power business performance and enhance customer trust.
Today’s customers expect more—faster, smarter, and more connected experiences. But delivering on those expectations while navigating economic pressure and rapid tech change? That’s the challenge.
This report reveals how high-performing organizations are rising to the moment by rethinking the front office. Based on a global survey of 500 senior leaders, it shows how digital leaders are using AI, integrated data strategies, and cross-functional alignment to outperform their peers.
You’ll learn how to:
- Build a digitally mature, insight-driven front office
- Align marketing, sales, and service around customer value
- Use AI to personalize experiences and improve efficiency
- Strengthen trust, loyalty, and long-term growth
Whether you’re leading transformation or just getting started, this is your roadmap to a more agile, customer-centric front office.
The impact of front office transformation
Digitally mature companies report higher customer trust than their peers.
Leaders are using market data to shape competitive strategy and expansion.
Front office orchestration can lead to reducing duplicative efforts, increasing efficiency.
More than half of leaders are investing in hyper-personalization and predictive analytics.
The future is about more than technology. It’s about creating connected, insights-driven experiences that build trust and drive growth. Organizations that align their people, data, and digital capabilities will be best positioned to lead.
Scott Lieberman
Principal, US Customer Advisory Leader, KPMG LLP
Dive into our thinking:
Future of front office: Building an integrated, insights-driven front office
Download PDFHow KPMG Customer Advisory can help
KPMG helps organizations modernize how they acquire, retain, and grow customer relationships. From strategy to execution, we bring deep industry knowledge and technical expertise to help you unlock greater value from your front office.
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