The new frontier of customer experience: what's driving change in Customer Experience in 2017 and how are Australian organisations responding?

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


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