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Be What You Should Be - The Customer Centric Podcast

David Reid

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Be What You Should Be - The Customer Centric Podcast
33 min2019 JUN 26
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Tomas Potmesil is the Head of Customer Advisory at KPMG Prague, Czech Republic and is a member of the  KPMG Global Customer Experience Center of Excellence.  

During the show Tomas discusses KPMG's internal methodology which focuses on the 6 pillars of customer excellence.   This methodology helps KPMG to recognise top companies across several regions throughout Europe who are leading the way in customer experience initiatives.     The 6 pillars are:

  1. Integrity
  2. Resolution 
  3. Expectations
  4. Time & Effort 
  5. Personalization 
  6. Empathy

Tomas also takes you through his simple formula which he follows when evaluating and improving customer experiences throughout his consulting engagements and discusses how the markets across CEE have been evolving in terms of customer centricity.

The formula is:  CI + CX => CE 

  •  Customer Insight + Customer Experience => A Connected Enterprise 

You can find out more about the 6 pillars here:  https://www.nejlepsi.cx/en/pillars 

You may find out more about the Top 100 Czech Republic companies and download the publication here -  https://www.nejlepsi.cx/en/ 

You may find out more information about Tomas via his LinkedIn profile here https://www.linkedin.com/in/tpotmesil/