Report: The new frontier of customer experience: what's driving change in Customer Experience in 2017 and how are Australian organisations responding?
Ahead of the 10th Annual Customer Management Summit 2017 we surveyed over 90 Australian customer experience leaders and professionals from different industries, to answer these questions and uncover what’s driving change in customer experience and how Australian organisations are responding.
This report explores three major areas Australian organisations are focusing on to improve their customer experience strategies to deliver an exceptional customer experience, including:
- Integrating digital and driving innovation across all customer experience functions
- Measuring, mapping and quantifying the customer experience across all channels
- Enhancing customer experience by creating and maintain a customercentric culture
With open discussion around both victories and their battle scars, Australia’s 2nd Customer Experience Leaders Exchange 2018 brought together the leading CX decision makers from some of A/NZ’s largest enterprises, all driven to create a better experience for their customers.
Despite coming from a variety of different industries, our leaders were united by the scope and scale of the challenges they faced. Covering everything from a stronger EX experience and changing customer demands, to new metrics and improved data architecture, the exchange gave a glimpse into the future of Australia and New Zealand’s CX space.