2020 CX Maturity Report: Turning the CX Flywheel

Originally aired: Tuesday, May 12, 2020 12:00 PM AEST

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. Now is the time for customer experience (CX) leaders to position their companies at the forefront of the longer-term shifts in consumer behaviour that will result from the COVID-19 crisis.

In the context of this rapidly changing environment, Fifth Quadrant published the 2020 CX Maturity Report, 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.

Catch up with Dr Steve Nuttall, Director at Fifth Quadrant, Robert Le Busque, Regional Vice President Asia Pacific of Verizon, Chris Costley, Director Customer and Operations Transformation at IDP Education, and Mathew Wells, Solutions Executive at Verizon, as they discuss key insights and implications from the report and uncover how organisations can build and turn a self sustaining CX Flywheel.

steve-nuttall-2019 sqr Rob Le Busque_Colour_Headshot SQ Chris Costley - IDP Matthew Wells - Verizon
Dr. Steve Nuttall
Fifth Quadrant
Robert Le Busque
Regional Vice President, Asia Pacific

Chris Costley
Director Customer and Operations Transformation 
IDP Education
Mathew Wells Solutions Executive

Sponsored by Verizon