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:
- Integrity
- Resolution
- Expectations
- Time & Effort
- Personalization
- 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/
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