Dr Steffen Wagner
Global Chair, Transport & Logistics
+49 69 9587-0
Contact via email
Customer experience, Cyber security, Data & analytics (Passenger), Data & analytics (Freight)
Customer experience, Cyber security, Data & analytics (Passenger), Data & analytics (Freight), Transformation and innovation, Competitive landscape and innovation, Financing, Regulatory landscape and compliance
Cyber security, Data & analytics (Passenger), Data& analytics (Freight), Transformation and innovation, Competitive landscape and innovation, Financing, Regulatory landscape and compliance
As transport sector investment in customer experience is accelerating, transforming the customer experience has become central to winning new journeys that are made by choice, and improving satisfaction with those made out of necessity. Transport customer experience improvements are also key to generating ancillary revenue (such as retail and advertising) and delivering cost-efficient services.
KPMG understands the keys to a successful customer strategy and can help manage associated risk from engaging customers and workforce, by offering a sound analytical base to transformational investment and leveraging customer data for insight and value.
A KPMG member firm has helped a major European airline implement a customer experience management platform, which allows them to streamline and assess customer feedback from multiples sources in real-time. Using statistical and text analysis the management technology enables the airline to address top customer priorities and design live action planning in order to recover from poor customer experience and/or reinforce industry best practice behavior.
As digitalization trends are transforming the transport sector, questions on the security of the handled data become a key priority for all stakeholders. Cyber security evolution enables transport organizations to protect valuable information such as intellectual property, financials, customer data, business plans and strategic activities, and allows them to prevent disruption to critical national infrastructure. Cyber today is not an isolated IT challenge, but a business one and KPMG has experience with solving complex cyber issues for transport clients.
A KPMG firm performed a cybersecurity assessment of the application systems controlling and monitoring the airfield ground lighting of a world-class civil airport operator. The work included assessment of IT risks, security reviews of the application controls, systems network infrastructure and servers. The cybersecurity assessment ensured the application systems are compliant with the local aviation authority’s cybersecurity policy for critical information infrastructure.
Transport organizations are facing significant pressure from changing market dynamics, need to improve operational efficiencies while delivering high quality service, and demand for constant innovation and re-invention to maintain competitiveness. This is equally relevant to private organizations and state-owned transport entities that are looking to re-design their target operating models in times of market liberalization. KPMG firms can help deliver a portfolio of services to drive fundamental change to an organization’s value chain, operating model, technology and data infrastructure.
KPMG has worked with a state-owned post operator assisting them with the design of their new organization and the subsequent transformational journey to deliver robust corporate governance, business process and organizational structure.
Across the transport sector, businesses are seeking to extract meaningful insights from vast amounts of external and internal data to help them address questions in areas such as revenue management and growth, customer experience, predictive capacity planning, and risk management. Effective use of data also provides transparency over the supply chain for manufacturers, transport operators and customers. KPMG firms can help analyze data in a meaningful and insightful manner through a globally managed network, which allows sharing of best practice and dedicated solutions.
From data analysis of consumer spend and travel patterns to make strategic investment and divestment decisions, through to the ability to combine structured and unstructured data to predict consumer buying behavior and impact on customer experience, down to applying predictive analysis for route planning, traffic management and managing disruption – KPMG professionals can help generate measurable value through Data & Analytics.
A European public authority organization responsible for the collection, management and analysis of traffic data, commissioned one of KPMG member firms for a feasibility study on the usage and analysis of data from various sources to help better understand traffic flows on the existing transportation network and further enhance traffic management services.
KPMG aggregated data from the road traffic system, weather radars and social media. Using Big Data enabling technologies and algorithms, KPMG provided the necessary insights to the transport organization to plan logistics more effectively and to forecast unforeseen disruptions on the network much faster than before. The data analysis also uncovered the location of critically important traffic infrastructure, resulting in operational efficiencies and cost savings.
In response to the declining market of postal services, an international postal services organization set up new distribution channels and adopted a business model suited to the changing client requirements. This required an extensive programme to integrate data, standardize processes, and harmonize applications across the company. A KPMG member firm helped the client to set up the necessary up-to-date data models, improve the data governance organization to steer and direct data-related activities, and create a 3-year roadmap to implement the company vision on data management.
The need for investments into transport infrastructure remains high, both in emerging and mature markets. This is caused by a lack of public funding for transportation and further growing world trade, outpacing capacities of the transport infrastructure. As the infrastructure needs to keep up with the level of rising traffic, Governments will need to open up national infrastructure to private investors who are at the same time looking for stable investment opportunities and steady cash-flows.
KPMG firms are the leading financial and commercial advisor of high speed rail projects around the globe. With multiple ongoing and recent mandates, KPMG has depth and experience in structuring various funding and financing options to support the delivery of complex transport mega-projects.
Member firms in KPMG’s global Transport & Logistics practice can provide a consistent global response to issues such as liberalization, privatization, and changing regulatory and compliance requirements. This includes a comprehensive assessment of the operational, financial and commercial implications of regulatory changes.
A KPMG member firm has assisted with integrity due diligence on third party business relationships to a global logistics provider. This was enabled through the use of a KPMG web-enabled integrity due diligence tool. KPMG has significant experience in the conduct of international anti-bribery and compliance audits on a global scale, which become increasingly important issues for the transport sector.