KPMG – Creating Total Value: Connecting Experience and Performance to Drive Growth in B2B

Summary

This report focuses on the evolving B2B environment driven by digital acceleration, automation, and AI.

It introduces the concept of Total Value, which combines Total Experience and Total Performance to drive growth. The report highlights how progressive B2B organizations treat customer experience as an enterprise-wide discipline, leveraging technology to enhance decisions, deepen relationships, and sustain growth through integrated operations and holistic thinking.

Region: Global

Published: March 2026

Author(s): KPMG

Language: English

Tech drivers: AI Metaverse & Web3 Mobile

Social drivers: Sustainability and ethics

Geopolitical drivers: Regulatory changes Supply chains disruption Workforce availability

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