毕马威-更快实现数字化——关于COVID-19对数字化转型影响的全球调查（英文）-2021.3-25页_1mb

Going Digital, Faster: Summary

Core Content

KPMG's 2020 global survey highlights the significant impact of the COVID-19 pandemic on digital transformation across various sectors. The survey, conducted with 780 digital transformation strategy leaders in 10 countries, underscores the acceleration of digital transformation as a direct result of the crisis. The findings reveal that digital transformation is not only a strategic imperative but also a necessity for businesses to remain competitive and resilient in the post-pandemic world.

Main Points

• Digital Transformation Acceleration:

  • 67% of respondents say they've accelerated their digital transformation strategy due to the pandemic.
  • 63% have increased their digital transformation budget since the outbreak.
  • The pandemic has made digital transformation a top priority, with 69% of respondents stating it was already a high priority pre-pandemic.

• Customer-Centricity:

  • Organizations must build business models centered around customer needs, using integrated digital channels.
  • The customer experience must be relevant, personalized, and competitive.
  • 58% of respondents are accelerating the creation of a customer-centric digital commerce system.
  • 67% are focusing on improving the customer experience.

• Operational Resilience:

  • Supply chain and operations must be more agile and responsive.
  • 80% of respondents identify a responsive operations and supply chain as their top digital transformation priority.
  • Digital transformation helps in gaining real-time insights and improving supply chain resilience.

• Workforce Adaptation:

  • Companies are reshaping their workforces to be more flexible and efficient.
  • Remote working and digital tools are critical for employee safety and productivity.
  • Strategic reskilling, gig economy, and shared services are being leveraged to address talent needs.

• Resilience and Agility:

  • Digitally enabled organizations are more resilient and can recover faster from crises.
  • These organizations benefit from data-driven decision-making and reduced dependency on manual processes.

Key Information

• Digital Edge:

  • Organizations must connect with customers, suppliers, and employees digitally.
  • This involves addressing five key challenges: customer experience, data analytics, integration of front office functions, agility, and resilience.

• Digital Acceleration:

  • Building a digital technology infrastructure that connects all parts of the organization.
  • This includes HR, IT, finance, operations, procurement, marketing, sales, and customer service.

• Future Workforce:

  • Workforce shaping involves matching skills to tasks and accessing talent through platforms.
  • Talent risk is now seen as the biggest threat to long-term growth.

Survey Insights

• Customer Behavior:

  • Customers are now more demanding and expect seamless digital experiences.
  • The top-ranked brands in KPMG's 2020 Customer Experience Excellence Report outperform peers by 10-12% in customer experience ratings.

• Operational and Supply Chain Changes:

  • The pandemic has intensified the need for supply chain resilience and visibility.
  • Companies are investing in predictive technologies and digital supply chain solutions to adapt quickly to changing demands.

• Leadership Perspectives:

  • Leaders are emphasizing the need for a coordinated, connected approach to digital transformation.
  • They are focusing on immediate challenges such as revenue loss, security risks, and supply chain disruptions.

Conclusion

The pandemic has acted as a catalyst for digital transformation, pushing organizations to adopt digital strategies more rapidly than ever before. While many are investing heavily in technology and workforce reshaping, the challenge remains in ensuring a unified and customer-centric approach. Organizations that successfully navigate these changes will be better positioned to thrive in the evolving digital landscape.