In this episode, the panel discusses how to stay emotionally connected to customers as we move to digital channels and how to use brands to build more meaningful relationships, while responding to those customers’ needs and desires for self-service channels.

Our panel this week inlcudes:

• Mike Flodin, Principal, Customer Service Transformation, KPMG in the US
• Aditya Rath, Partner, Customer and Operations Practice, KPMG in India
• Katie Bolla, Partner, Customer and Digital Practice, KPMG in Canada