In these exceptionally challenging times, the way your customers interact with your brand will have a pivotal effect on their sense of trust and loyalty.
The below audio is part one of a four part series taken from the fantastic webinar session we held on the 12th of May with Robert Le Busque and Mat Wells at Verizon, and Chris Costley at IDP Education.
In part two we discuss the CX Maturity Model and the importance of finding a balance between the five key components: Strategy & Leadership; Insights & Analytics; Teams & People; Technology; And Measurement.
Fifth Quadrant published its 2020 CX Maturity report on 29th April, sponsored by Verizon, which provides a comprehensive analysis of the current status of customer experience maturity in Australia and insights about future trends and priorities.
The report shows how CX Leaders are realising the benefits of a CX Flywheel effect which turns by focussing on continuous improvement, constant optimisation, measuring impact, obtaining C-level sponsorship and support and aligning the leadership team. The gap between Leaders and the rest is likely to widen as the Flywheel builds momentum to become self-sustaining. If you'd like to watch the full webinar, a recording is now available.