Disrupt and grow - India CEO Outlook 2017_Web
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17 | <strong>Disrupt</strong> <strong>and</strong> <strong>grow</strong> — <strong>India</strong> <strong>CEO</strong> <strong>Outlook</strong> <strong>2017</strong><br />
65%<br />
<strong>CEO</strong>s agree that they have<br />
aligned their middle- <strong>and</strong> backoffice<br />
processes to front-office<br />
operations to reflect a more<br />
customer-centric approach<br />
60%<br />
<strong>CEO</strong>s agree<br />
that any new<br />
investment,<br />
change or<br />
venture is always<br />
evaluated for<br />
its impact on<br />
customers<br />
However, <strong>CEO</strong>s are finding it<br />
a challenge to underst<strong>and</strong> <strong>and</strong><br />
respond to the varying needs<br />
of millennials. Additionally,<br />
about 46 per cent of leaders are<br />
struggling to establish a robust<br />
link between customer focused<br />
programmes <strong>and</strong> ROI.<br />
Organisations’ ongoing success<br />
<strong>and</strong> ability to create a lasting<br />
impact on target audiences will<br />
depend on their adeptness in<br />
building greater trust, sensing<br />
market signals, <strong>and</strong> embracing<br />
disruption with innovation.<br />
© <strong>2017</strong> KPMG, an <strong>India</strong>n Registered Partnership <strong>and</strong> a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.
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