Trends Report

The State Of Customer Experience Management In Australia, 2014

August 14th, 2014
Michael Barnes, null
Michael Barnes
Harley Manning, null
Harley Manning
Craig Menzies, null
Craig Menzies
With contributor:
Zhi-Ying Barry

Summary

The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer experience (CX) management practices in Australia. Our findings are based on survey data that we collected from CX professionals representing large Australian companies in industries as diverse as financial services, insurance, telecommunications, retail, healthcare, and transportation. CX professionals can leverage the insights in this report to identify the CX management practices they need to adopt or master as well as to justify requests for more funding, resources, and support from senior leadership.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.