In today’s economy, responsibility for ‘customer experience’ (CX) has spread throughout organisations. Managing and understanding customers is no longer confined to frontline sales and contact centre staff, it now requires the attention of all employees – including management – in order to deliver to the expectations of increasingly-demanding consumers who have options aplenty at their whim.

The value in creating technology and digital roadmaps for your business.

In the wake of Oracle’s MBX 2017 conference here in Sydney, I’ve seen a lot of great information and case studies come forward on how businesses and organisations are pushing ahead to refine their digital offerings and channels as well as making the purchase journey for customers more personalised.