KPMG – Total Experience: Redefining Excellence in the Age of Agentic AI

The main theme of the report is the concept of 'Total Experience'.

It combines customer, employee, partner experiences, and digital touchpoints into an intelligent whole. Key findings include the use of agentic AI, capable of sensing, reasoning, and acting autonomously, enabling organizations to adapt to rapidly changing demands. The report emphasizes the importance of integrating processes and technologies, personalizing data, and providing employees with tools and autonomy to create value. Leaders in various industries, such as retail, banking, healthcare, and travel, are already applying these principles to anticipate customer needs and eliminate friction.