Most organisations with a high level of digital maturity believe employees should be trained in artificial intelligence (AI) and machine learning to automate processes and personalise front-office tasks. This finding comes from a KPMG survey of 500 businesses worldwide on the skills and roles they consider essential to harness advanced technologies.
KPMG defines digitally mature companies as those that align data, AI and infrastructure with business outcomes. According to the survey, 57% of leaders at these types of organisations see it as a priority for their teams to develop loyalty strategies through digital tools that enhance the customer experience and retention.
What exactly does a company need to be considered digitally mature? Below are the five key factors:
What defines a digitally mature organisation? Source: KPMG
The front office of the future will likely be powered by AI agents: software entities that leverage AI techniques to perform tasks and achieve goals on behalf of users. However, it will remain strongly people-centred. Excelling in front-office processes could give businesses a competitive edge. To achieve this, having connected, well-orchestrated environments will be vital.