Jeff Rajeck says, “Improving customer experience (CX) is still a work in progress at most organisations.  

Despite years of discussion, most brands still do not have a CX programme in place.

In a recent Econsultancy survey, Customer Experience Maturity in Australia and New Zealand, only around one in three (33%) regional marketers felt that they had a CX strategy and technical capability.

This contrasts sharply with our 2016 Digital Trends report which indicates that ‘optimizing the customer experience’ is the single most exciting opportunity for the largest number of marketers surveyed.

So what can brands do to get their CX programme going? What are some of the trends, challenges, and best practices to be aware of?

To find out, Econsultancy held a roundtable event in Sydney, Australia”.

Four useful tips for starting a customer experience (CX) programme

Econsultancy

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