1、Future of front ofice Building an integrated,insights-driven front offce to power business performance KPMG.Make the Difference.KPMG International| Contents 03 Introduction 04 The power of customer-centric strategies in outperforming companies 07 An insight-driven front-offce strategy 2025 Copyright
2、 owned by one or more of the KPMG International entities.KPMG International entities provide no services to clients.All rights reserved.2 Future of front office09 Key capabilities for front-offce excellence 18 Survey methodology 20 How KPMG can help Introduction In a fast-evolving business environme
3、nt,organizations are under growing pressure to reimagine how they engage with customers.Expectations are rising,digital channels are expanding and economic headwinds are challenging traditional models of value delivery.At the same time,generative AI (Gen AI)and intelligent automation are opening new
4、 pathways to transform front-offce operations not simply to improve effciency,but to enable deeper customer insight,faster decision-making and sustained competitive advantage.As business leaders navigate this next phase of transformation,the opportunity lies in striking the right balance:combining t
5、he power of advanced technologies with the human-centered capabilities that build trust and drive growth.2025 Copyright owned by one or more of the KPMG International entities.KPMG International entities provide no services to clients.All rights reserved.3 Future of front officeThe front offce of th
6、e future will likely be powered by agentic AI and still be very much human-centric.Outperformers will likely rely on an AI-enabled,data and insight-driven,human-centric front offce to deliver differentiated customer experiences.Leaders across many industries believe the future will be“agentic”that G
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