Customer First

KPMG International

Insights to respond to evolving customer needs and unlock new sources of customer value.

  1. 17 AVR.

    Total Value in Action: Navigating Implementation and Cultivating the Agentic B2B Future

    This episode explores how B2B organizations are moving beyond transactional customer experience to organizing around Total Experience and Total Value. The conversation examines how agentic AI enables organizations to shift from task automation to outcome delegation—connecting sales, marketing, service, and operations into coordinated value streams across the customer lifecycle. Key themes include breaking down functional silos, reducing tool sprawl, and using shared metrics—such as customer lifetime value and outcome realization—to redesign operating models around journeys rather than functions. The discussion also highlights how human roles are evolving alongside AI, emphasizing trust, empathy, and strategic partnership, and offers practical steps for leaders to begin building a culture of orchestration that delivers measurable outcomes for both customers and the business. Our speakers this week: Carmen Bekker, ASPAC Customer Lead and Partner, KPMG in Australia Tomas Potmesil, EMEA Customer Lead, KPMG Czech Republic Nikhil Sethi – Customer Lead, KPMG in India

    17 min

  2. 27 FÉVR.

    From experience to outcome: The dawn of agentic B2B experience

    This episode explores how B2B organizations are shifting from transactional customer experience to delivering measurable outcomes. The discussion examines how agentic AI is helping connect sales, service, and operations into integrated value streams that can deliver “total value” across the customer lifecycle. Key themes include reducing tool sprawl, breaking down data and process silos, and redesigning operating models around outcomes rather than functions. The conversation also highlights how human roles are evolving alongside AI—emphasizing trust, empathy, and partnership—and offers practical steps for leaders to begin their transformation journey from experience to outcome. Our speakers this week: Jeanne Johnson – Global Customer and Operations Service Line Leader, KPMG International Nikhil Sethi – Customer Lead, KPMG in India Jeff Mango– Customer Experience Lead, KPMG in the U.S.

    15 min

  3. 18 JANV.

    AI and the Future of Customer Experience

    This episode explores how artificial intelligence is reshaping customer experience across marketing, sales, and service. The discussion dives into the shift from efficiency gains to creating connected ecosystems that deliver a “total experience” for customers, employees, and partners. Key themes include the critical role of high-quality data, evolving operating models, and embedding AI into every layer of the business. The conversation also highlights why trust, integrity, and employee experience are essential pillars for success in an AI-driven world, and how governance frameworks must adapt to balance human and AI decision-making. Finally, the episode looks ahead to the biggest trends, shaping customer experience over the next five years and offers practical steps for organizations to start their transformation journey. Our speakers this week: Walt Becker, Global Customer Advisory CoE Lead, KPMG International Tim Knight, Partner, Head of Customer Experience, KPMG in the UK Carmen Bekker, Partner, ASPAC Customer Lead, KPMG in Australia

    20 min

  4. 01/12/2025

    The New Edge in Business Growth

    KPMG’s Customer First Podcast brings together global experts to discuss the latest trends in customer experience, highlighting insights from the Customer Experience Excellence Report. This episode explores why customer experience is a key differentiator for businesses, introduces the six pillars framework, and examines how technology, empathy, and total experience strategies help leading brands drive growth and stand out in a competitive market. Our speakers: · Walt Beck, Global Customer Advisory CoE Lead, KPMG International · Scott Lieberman, Customer Advisory Leader, KPMG US · Tomas Potmesil, Customer Advisory Leader, KPMG EMA

    17 min

  5. 21/09/2022

    Changing expectations: Healthcare and financial services

    As companies get to grips with inflation, cost of living crises, supply chain issues, and geopolitical conflicts, meeting customers' expectations has never been so challenging. Today, we're having a roundtable with two of KPMG's global sector leads to talk about trends that we're seeing in the marketplace around customers and consumers, and how companies are interacting and engaging with their customers, and how they're trying to stay ahead of disruption. Our speakers this week: Julio Hernandez, Global Customer and Operations Service Line Lead, KPMG International Anna van Poucke, Global Sector Lead for Healthcare, KPMG International Judd Caplain, Global Sector Lead for Financial Services, KPMG International

    32 min

  6. 24/08/2022

    The great data debate

    From emerging technologies like the metaverse, to speech-processing and improved location-based services, organizations are trying to balance the quest for insight versus the protection of customer data. Today, our panel discuss what good customer privacy looks like, and how it is shaping customer interactions.  Our speakers this week: Julio Hernandez, Global Customer and Operations Service Line Lead, KPMG International Sylvia Klasovech Kingsmill, Global Head of Privacy and Partner, KPMG in Canada Paul Henninger, Global Head of Lighthouse and Partner, KPMG in the United Kingdom.

    33 min

  7. 14/04/2022

    Inflation

    How can companies manage rising inflation and the impact on customers? In this episode, our panel talk about the importance of brand, loyalty, and tactics that companies can take to manage higher inflationary pressure. Our speakers in this episode: Julio Hernandez, Global Customer and Operations Service Line Lead, KPMG International Yael Selfin, Chief Economist, KPMG in the UK Edgar Molenaars, Partner, KPMG in The Netherlands

    24 min

  8. 26/01/2022

    Innovation

    In this episode, our panel explore constantly rising customer expectations that are challenging companies to innovate fast to keep up, and discuss how organizations can maintain the momentum of transformation accelerated by COVID to ensure their positive results continue. Innovation is not just limited to technology but rather enabled by it. Our speakers this week: Isabel Zisselsberger, Partner, Head of Financial Services Strategy and Operations, KPMG China Sam Ganga, Principle, National Consulting Industry Leader - Consumer & Retail, KPMG in the United States Patrick Maes, Director, Head of Customer, Sales, Marketing and Innovation Advisory, KPMG in Belgium

    26 min
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À propos

Insights to respond to evolving customer needs and unlock new sources of customer value.

Informations

  • Création
    KPMG International
  • Années d’activité
    2020 - 2026
  • Épisodes
    21
  • Classification
    Tous publics
  • Copyright
    © 2022 Copyright owned by one or more of the KPMG International entities. KPMG International entities provide no services to clients. All rights reserved.
  • Site web de l’émission
    Customer First