Forrester has predicted that by 2020 CX will overtake price and product as the key brand differentiator. Satisfying the customer is no longer enough. Regardless of your industry your customer experience is now being compared to those provided by the likes of Uber, Amazon and Netflix.
How is this going to impact the way organisations operate in the CX space? What other factors are influencing the way organisations approach CX?
In the CEM Talks video series Charles Weiser, Chief Experience Officer at Optus and Peter Merrett Founder of the House of Wonderful explore in-depth.
The Six Part Video Series Looks at:
Please note: That all fields marked with an asterisk (*) are required.