Trends Report

Collaborating Internally To Serve Empowered Customers — The Australian Approach

July 15th, 2014
CM
Craig Menzies
With contributors:

Summary

In the age of the customer, businesses face a new era of increasingly empowered customers, shifting technology budgets and spending, and sputtering customer experience efforts. We wanted to know if Australia-based businesses face the same challenges, so we interviewed business and technology leaders from six major Australia-based companies to find out. Our interviewees cited scenarios of poor cross-role collaboration, a lack of unifying metrics and KPIs across organizations, and challenges with hiring and training practices that left many staff ill-suited to deliver on customer experience goals. The Aussie solution? Use simple, human-centered tactics — like coffee and colocation — to tackle complex problems.

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