1、 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other m
2、ember firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.To stand still isto fall behind2015 Consumer ExecutiveTop of Mind S 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG n
3、etwork of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any
4、 member firm.All rights reserved.The question is,how?So the goal is to grow22019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client s
5、ervices.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.THE DRIVERS,ENABLERS AND DERAILERS OF GROWTH:Omni-channeland technologyCo
6、nsumertrustCSR andSustainabilityDatasecuritySupplychainConsumerknowledgeDriverDriverDerailerEnablerEnablerDerailer32019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.
7、KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.Consumer trust1 in 3 executives sa
8、id building consumer trust would bean area for increased investment over the next year.This is the top area of focus after growth.Driver$42019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated w
9、ith KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.“No matter
10、how good your productor service is,you will not be able togrow without the trust of yourcustomers.”Willy KruhGlobal Chair,Consumer MarketsKPMG InternationalDriver52019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independe
11、nt firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All ri
12、ghts reserved.Omni-channel andtechnologyThe growing role of the Internet throughout the path to purchase continuesto be critically important to companies ability to compete.Yet this area remains a significant challenge for many executives.25%said its atopchallengeDriver62019/1/302019/1/30Just over h
13、alf of the retailers surveyed offer aseamless shopping experience and slightly feweroffer mobile shopping 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides
14、no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.55%Seamless shoppingexperience52%Ability to shop from amobile
15、deviceDriver72019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KP
16、MG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.“Becoming diagonal will helpconsumer companies cut throughemerging technologies like smartwatches or new payment methodsthat may be cont
17、rolled by thirdparties.”Jeanne JohnsonHead of Omni-ChannelKPMG in the USDriver82019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no clien
18、t services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.Consumer knowledgeThe possibilities of data and analytics have not yet
19、 been fullyabsorbed and integrated by most companies.Without deep insight into customer preferences and behaviors,success is far from guaranteed creating a competitive edge forthose who can grasp it.Enabler92019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.M
20、ember firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authorit
21、y to obligate or bind any member firm.All rights reserved.1 in 5respondents said that theyunderstand how their customerswill actually behaveEnabler102019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are a
22、ffiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.
23、“The competitive edge will go tothose companies who masterturning data into insight into value.”Thomas ErwinSenior Partner,Data&AnalyticsKPMG in GermanyEnabler112019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent
24、 firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All righ
25、ts reserved.Supply chainThe move to digital and mobile shopping puts pressure forefficiency on all aspects of supply.As a result,this is one of the areas that is important to many whonamed it as an area for increased investment.Enabler122019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG In
26、ternational”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG Intern
27、ational have any such authority to obligate or bind any member firm.All rights reserved.24%of executives said they areplanning to increase investmentin their supply chainEnabler132019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG netw
28、ork of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any me
29、mber firm.All rights reserved.“Regardless of whether companiesthink supply chain and operationsimprovements are needed to fuelgrowth they should ensure theyvegot a cross-functional,well-constructed supply chainstrategy.”Andrew UnderwoodHead of Supply Chain forConsumer MarketsKPMG in the UKEnabler142
30、019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG Internation
31、al or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.Data securityOver half of the respondents believe their company has the skillsand technology to manage cyber security,indicating a possiblefalse sense
32、 of security.Even executives who have already experienced a breach show nogreater concern about the issue than those who have not.Derailer152019/1/302019/1/30DerailerTop 4most significant threats executives said theyfeared as a result of a data breach 2015 KPMG International Cooperative(“KPMG Intern
33、ational”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG Internatio
34、nal have any such authority to obligate or bind any member firm.All rights reserved.Reputationaldamageand loss ofconsumer trustInability todeliverproducts orservicesLost timedue to crisismanagementLoss ofintellectualproperty162019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International
35、”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International hav
36、e any such authority to obligate or bind any member firm.All rights reserved.“Threats to companies data aredynamic they can also beattacked by activists,government orcompetitors.”Anthony BuffomanteHead of Cyber Security forConsumer MarketsKPMG in the USDerailer172019/1/302019/1/30 2015 KPMG Internat
37、ional Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third pa
38、rties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.CSR and SustainabilityWhen it comes to corporate social responsibility(CSR),food andproduct safety ranked as companies top priority,area forinvestment,and greatest challenge.As a key dri
39、ver of consumer trust,this is not surprising.Derailer182019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member fir
40、m has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.2 out of 3executives said consumer trustis the primary driver of theirsustainable practicesDer
41、ailer192019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG Int
42、ernational or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.“Customers will leave if theydont feel like they can trust abrand.Companies need to thinkabout what their brand standsfor,and how they can bui
43、ldtangible trust.”Julio HernandezGlobal Head of KPMGsCustomer Center of ExcellenceDerailer202019/1/302019/1/30 2015 KPMG International Cooperative(“KPMG International”),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International prov
44、ides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have any such authority to obligate or bind any member firm.All rights reserved.IS YOUR COMPANY READY FOR GROWTH?Is your company actively
45、building consumer trust?Is your omni-channelstrategy as dynamic as yourmerchandising plan?Do you understand the risksof a security breach?Areyou prepared?Do your customers understandand value your commitment toCSR and sustainability?Are you leveraging theintelligence your customerdata holds?Is your
46、supply chain agile andefficient enough to meet newand growing demand?CustomertrustOmni-channelDatasecurityCSR&Sustain-abilityCustomerknowledgeSupplychain212019/1/302019/1/30WHO WAS SURVEYEDSource:KPMG 2015 Consumer Executive Top of Mind Survey 2015 KPMG International Cooperative(“KPMG International”
47、),a Swiss entity.Member firms of the KPMG network of independent firms are affiliated with KPMG International.KPMG International provides no client services.No member firm has any authority to obligate or bind KPMG International or any other member firm third parties,nor does KPMG International have
48、 any such authority to obligate or bind any member firm.All rights reserved.TitleCEO/President:16%Director/Board member:9%Other C-suite:50%Senior management:22%Other:2%Company size(USD)Less than$500 million:14%$500 million-$999 million:25%$1 billion-$4.9 billion:27%$5 billion-$19.9 billion:19%$20 bi
49、llion-$50 billion:9%Over$50 billion:6%Primary businessManufacturer:48%Retailer:32%Distributor:20%SubsectorConsumer goods:38%Food or beverages:31%Clothing,apparel,or footwear:16%Diversified:8%Agribusiness:2%Other:5%Company headquartersEurope and RussiaLatin AmericaAsia Pacific28%9%Africa/Middle EastNorthern America13%16%34%222019/1/302019/1/302311/2/20222411/2/20222511/2/20222611/2/20222711/2/20222811/2/20222911/2/20223011/2/20223111/2/20223211/2/2022
