How has your organisation navigated "The Great Disruption"?
The COVID-19 pandemic has forced organisations to rethink their business models, accelerate their digital transformation programs and respond to rising customer expectations. Working as a high-octane accelerant, it has triggered a rapid shift towards agility, digital and customer-centricity.
Those who were positioned on the right side of these trends have used the pandemic as a catalyst to transform and grow their business. Those that failed to innovate and adapt in these times struggled to meet customer expectations and in turn, suffered throughout the pandemic. Whatever the case may be for an organisation, these turbulent times have made the focus on customer experience best practices essential to meet rising customer expectations.
Our 2021 report covers the state of CX maturity in the APAC region revealing that organisations must facilitate effective remote working practices to see higher levels of productivity, and must embrace digital communication channels to better reach and satisfy home-based customers.
This research provides unique insights into how lagging organisations can transform into CX Leaders; with C-Suite management needing to commit to and be active in shaping their company’s CX strategy to enable the CX Flywheel to gain momentum. In this wave of the research, we also further explore the role of AI, Employees, and contact centres in the CX and Multi-Channel strategy, and how Leaders are leveraging these assets to facilitate continuous optimisation.
We are extremely excited to release this report in the coming weeks, and hope that many of you get as much value out of it as we have.
I would also like to extend a special thank you to Verizon Australia who sponsored this report and supported us throughout the project.
You can get your copy of the report now on the right or learn more about the research here.
Steve Nuttall heads up Fifth Quadrant’s customer experience research and insights team. He has more than 25 years working in various senior roles advising blue chip organisations and agencies across Europe, Asia and Australia.