Total Value in Action: Navigating Implementation and Cultivating the Agentic B2B Future
This episode explores how B2B organizations are moving beyond transactional customer experience to organizing around Total Experience and Total Value. The conversation examines how agentic AI enables organizations to shift from task automation to outcome delegation—connecting sales, marketing, service, and operations into coordinated value streams across the customer lifecycle. Key themes include breaking down functional silos, reducing tool sprawl, and using shared metrics—such as customer lifetime value and outcome realization—to redesign operating models around journeys rather than functions. The discussion also highlights how human roles are evolving alongside AI, emphasizing trust, empathy, and strategic partnership, and offers practical steps for leaders to begin building a culture of orchestration that delivers measurable outcomes for both customers and the business.
Our speakers this week:
Carmen Bekker, ASPAC Customer Lead and Partner, KPMG in Australia
Tomas Potmesil, EMEA Customer Lead, KPMG Czech Republic
Nikhil Sethi – Customer Lead, KPMG in India
27 Feb 2026
From experience to outcome: The dawn of agentic B2B experience
This episode explores how B2B organizations are shifting from transactional customer experience to delivering measurable outcomes. The discussion examines how agentic AI is helping connect sales, service, and operations into integrated value streams that can deliver “total value” across the customer lifecycle. Key themes include reducing tool sprawl, breaking down data and process silos, and redesigning operating models around outcomes rather than functions. The conversation also highlights how human roles are evolving alongside AI—emphasizing trust, empathy, and partnership—and offers practical steps for leaders to begin their transformation journey from experience to outcome.
Our speakers this week:
Jeanne Johnson – Global Customer and Operations Service Line Leader, KPMG International
Nikhil Sethi – Customer Lead, KPMG in India
Jeff Mango– Customer Experience Lead, KPMG in the U.S.
18 Jan 2026
AI and the Future of Customer Experience
This episode explores how artificial intelligence is reshaping customer experience across marketing, sales, and service. The discussion dives into the shift from efficiency gains to creating connected ecosystems that deliver a “total experience” for customers, employees, and partners. Key themes include the critical role of high-quality data, evolving operating models, and embedding AI into every layer of the business. The conversation also highlights why trust, integrity, and employee experience are essential pillars for success in an AI-driven world, and how governance frameworks must adapt to balance human and AI decision-making. Finally, the episode looks ahead to the biggest trends, shaping customer experience over the next five years and offers practical steps for organizations to start their transformation journey.
Our speakers this week:
Walt Becker, Global Customer Advisory CoE Lead, KPMG InternationalTim Knight, Partner, Head of Customer Experience, KPMG in the UKCarmen Bekker, Partner, ASPAC Customer Lead, KPMG in Australia
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