Carmen Bekker, Partner-in-Charge of KPMG Customer Advisory, specializes in customer experience and satisfaction. She reveals how companies like Mecca and Bunnings have mastered the art of customer service, leading to remarkable revenue gains. The conversation covers the shift in telecommunications and utilities towards tech-driven customer experiences. Carmen also highlights essential pillars of loyalty, including trust and personalization, and discusses innovative retail strategies, AI integration, and the impact of empathy on creating lasting customer relationships.
