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The Strategy of Customer ExcellenceThe mass adoption and disruption of digital technologies has radically transformed the customer engagement model. With each innovation, comes new expectations, and a service delivery bar that every industry needs to match and surpass.
In many organization, the Customer Service group is often the customer voice. However, to be truly customer centric each and every employee is personally accountable for customer experience. It’s embedded in their strategy, it drives their culture and values, and it’s baked into every decision and investment they make around people, processes, and technologies. This presentation will talk about how digital continues to disrupt, and how companies across industries have taken a strategic approach to customer experience. Leveraging 6 key pillars of customer experience derived from over 1 million consumer brand evaluations, we’ll talk about what matters most along the customer journey, and how companies can get their entire organization focused on bringing it to life. |
About Raphael |
Raphael Ly is a Director in the Toronto office and is responsible for leading the KPMG Digital Services team by crafting strategies, and modern solutions that re-define the customer experience, drives revenue, and operational efficiencies. His background includes the development of mobile, social, cloud and commerce solutions for Sony, Motorola, Toshiba and Nissan to name a few. He has served many industries, such as high-tech, retail, industrial, power & utilities, healthcare, public services, and non-profit. Raphael is sought for his ability to transform organizations into digital businesses, re-imagine experiences using technology, and bridging the strategic and operational gaps required to build leading class digital solutions.
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