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Facilitating CX Agility in a Disrupted Environment

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How 100 CX Leaders are Empowering Staff to
Meet Shifting Business and Customer Expectations in Australia and New Zealand in Preparation for the Post-Pandemic Era

CX agility has proven essential in the age of COVID-19. But despite the central role CX innovation is playing in this environment, many companies are missing out on opportunities to empower CX and customer-facing staff.

This representative survey of 100 CX and digital-focused leaders based in Australia and New Zealand explores how forward-thinking executives are responding to today’s challenges to build flexibility and agility into their post-pandemic business models.

It shows that the pandemic has catalysed a ‘digital tipping point’, forcing executives to pivot their strategies to accommodate the demands of remote working, changing customer expectations and evolving staff roles. One in four survey respondents even plan to phase out in-person customer touchpoints from their strategies entirely.

Key findings:

◦  26% is how much extra our respondants believe their customers will pay for superior experiences.
◦  90% will have invested in technology to support marketing and comms personalisation by the end of 2021
◦  1 in 4 expect to permanently replace all in-person customer touchpoints with digital alternatives

Simply fill out the form opposite to access the full report.

COR_CXAG_SOCIAL_LINKEDIN

How 100 CX Leaders are Empowering Staff to
Meet Shifting Business and Customer Expectations in Australia and New Zealand in Preparation for the Post-Pandemic Era

CX agility has proven essential in the age of COVID-19. But despite the central role CX innovation is playing in this environment, many companies are missing out on opportunities to empower CX and customer-facing staff.

This representative survey of 100 CX and digital-focused leaders based in Australia and New Zealand explores how forward-thinking executives are responding to today’s challenges to build flexibility and agility into their post-pandemic business models.

It shows that the pandemic has catalysed a ‘digital tipping point’, forcing executives to pivot their strategies to accommodate the demands of remote working, changing customer expectations and evolving staff roles. One in four survey respondents even plan to phase out in-person customer touchpoints from their strategies entirely.

Key findings:

◦  26% is how much extra our respondants believe their customers will pay for superior experiences.
◦  90% will have invested in technology to support marketing and comms personalisation by the end of 2021
◦  1 in 4 expect to permanently replace all in-person customer touchpoints with digital alternatives

Simply fill out the form opposite to access the full report.

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