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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