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Table of contents
Table of contents
Table of contents
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The connected experience in transport and logistics November 2019 kpmg.com Contents 01 Customer experience is the new battleground 02 A growing focus on customer centricity 03 Obstacles to customer-centricity 04 The connected experience 05 Investing in connectivity: creating a customer-centric business 06 Key takeaways 07 How KPMG can help you deliver a connected customer experience 01Customer experience is the new battleground The quest for growth in transport and logistics revolves around the customer. Those companies that know more about their customers, and harness that understanding to deliver a superior all-round experience, are likely to achieve greater success. A commissioned study conducted by Forrester Consulting on behalf of KPMG, January 2019 reveals that, across multiple sectors, the top 25 customer experience leaders achieved 5 times the earnings growth and 7 times the revenue growth of the bottom 25. Transport and logistics companies recognize this shift and are reapprai...