Over the last three years in the Global State of CX Report series, hundreds of CX practitioners have signalled that calculating return on investment (ROI) in CX is no easy task.
Drawing on intelligence from a research group of 122 CX experts, this report presents key learnings from a range of CX practitioners including the likes of Dropbox, American National and Wells Fargo. The insights can be utilized by CX practitioners in their journey to unlock budget for customer experience initiatives.
Here are just a few of the insights contained in the research report:
It wasn’t too long ago when every business claimed that the key to winning customers was in the quality of the product or service they deliver. But, things have changed. Now, an even more important success factor has appeared. Providing the best customer experience. Ahead of the Customer Experience Management Summit 2020 we take a look at the strategies four organisations, from a cross section of Australian industries, are harnessing to optimise the customer experience, transform their business, and delight customers. Read on for exclusive insights from BFSI, Retail, Travel & Hospitality and Government.
A moment of inconvenience could be enough to trigger customers to switch from your business to a competitor brand.
Research this year uncovered that almost six in 10 customers are prepared to switch to a competitor for more convenient experiences like quicker and cheaper shipping. This reality is opening the eyes of many business stakeholders.
As a result, 2019 saw CX begin to mature from being regarded as a nifty tool for competitive edge to more of a necessity for brand survival.
Back for its third edition, CX Network’s Predictions Report presents insight from a research group of senior CX practitioners on the elements that are shaping customer expectations for 2020. Regardless of where you are in your CX journey, readers are invited to incorporate these perspectives and key priorities into their CX game-plans for 2020.
Download this exclusive report to explore the top CX predictions for 2020 and hear the perspectives of CX leaders at Volvo, Microsoft, PayPal and more.
Ahead of the Customer Experience Management Summit 2019 we chat to Emma Brady, Customer Experience Manager at Cosmetic company, LUSH. Emma shares how LUSH has created superior customer experiences through a focus on shared passions and engaged employees.
Named one of the most influential brands in the world by UK-based Richtopia in 2018, it’s pretty safe to say that, if not everyone, at least the majority, have heard of Pizza Hut – maybe even eaten there. The global brand - operating in countries from El Salvador and Colombia, to Tanzania and Japan – is the world’s largest pizza chain, with some 18,400 locations.
The brand, founded in 1958, is constantly looking to evolve. Recently Pizza Hut Asia Pacific has begun working with customers as part of their innovation strategy to ensure they’re bringing customers what they want, how they want it and when.
Discussing these co-creation innovation strategies is Troy Barnes, Chief Customer Officer for Pizza Hut Asia Pacific (APAC), who also explores how customer driven innovation is aiding retention and encouraging business growth.
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:
Ahead of Customer Experience Management 2020 we take a look back at some of the highest rated presentations from 2019. Explore exclusive insights from: