Bridging the Experience Divide

THE STATE OF CUSTOMER EXPERIENCE
IN AUSTRALIA & NEW ZEALAND

Customer Experience is the new battleground for marketing organisations.

Companies are competing primarily on the basis of customer experience in 2016, but what’s the state of play in Australia and New Zealand? The perception is that Australia and New Zealand organisations are lagging behind. With broad agreement that customers have never been more empowered, this study highlights the crucial importance of customer experience as the new competitive frontier.

 

Key findings:

  • ‘The Experience Divide’ from the marketer’s perspective
  • Challenges facing professional marketers across ANZ in 2016
  • Four key drivers and trends for customer experience

 

In partnership with the Australian Marketing Institute (AMI), this study was conducted with members of AMI’s Intelligence Connected Insight Community, a community platform of marketers engaging in studies related to the marketing profession. Join the community here.

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