New KPMG Report: A Persistent ‘Integration Gap’ Prevents Most Companies from Unlocking a Key Growth Opportunity

New York, April 20, 2026 – A new KPMG report reveals a critical “growth blind spot” for modern businesses. While an overwhelming 87% of leaders agree that integrating their front-office functions is a top priority, only 5% of the companies have successfully done so. This integration gap means most companies are missing out on a strategy proven to drive superior results. The report finds that integrated companies are three times more likely to achieve higher revenue growth.

"Seeing that leaders are prioritizing integration is incredibly encouraging, as it's the critical first step. The next phase of growth is about connecting that strategic priority to execution," said Scott Lieberman, US Customer Advisory Leader, KPMG US. "This means evolving the focus from technology alone to a holistic strategy that also emphasizes process and people. By fostering a culture of shared intelligence and empowering teams with a unified view of the customer, companies can bridge the current gap and unlock significant performance gains."

Key findings from the report include:

• 87% of leaders call front-office integration a critical priority. However, only 5% report having fully achieved it. This signals a clear opportunity for most businesses to gain a competitive edge.
• 90% of leaders from companies with integrated customer-facing functions confirm a high impact on maturing customer experience journeys, and 83% see a high impact on driving operational and cost efficiency. This provides a clear, data-backed business case that unifying the front office is a direct driver of both customer-centric improvements and financial performance.
• Technology is the #1 enabler and blocker for integration, with legacy systems (38%) and siloed data (30%) cited as top challenges. This indicates that success depends on a holistic strategy that integrates new platforms and unifies data, rather than on technology investment alone.
• The report provides a five-step playbook for leaders to achieve a “Total Experience” over the next 24 months:

1. Drive insights with advanced sensing by creating a unified data layer.
2. Turn data into agentic awareness via intelligent workflows.
3. Integrate customer interactions for AI adoption, embedding predictive insights into workflows.
4. Leverage expertise to transform with partner ecosystems in a collaborative "build-with" strategy.
5. Succeed through aligned change management, prioritizing the human element of transformation.