2021 - The Year of Customer Centric Transformations: CX Trends, Success & New Years Resolutions!
Customer Experience (CX) has swiftly become a top contender on the business agenda over the course of the past 18 months, with organisations forced to rethink the way they interact with clients through personalisation, channel management, as well as shift the overall business structure.
According to an Adobe-Forester report, companies who invest in experience see a 1.6x increase in their overall customer lifetime value than those who do not. The Customer Show Team commissioned a CX Pulse and Industry Trends Report in July-August 2021 and found comparable results.
Organisations who invested in all aspects of the customer experience saw a significant increase in business revenue to those unable to drive experience due to board or cost restraints, including over a 1 point lift in Customer Experience and on average a 17% increase in NPS. As customer experience now covers so many areas on the business agenda, it can be challenging to prioritise the right customer experience initiatives.
View our comprehensive e-book, which will spotlight the different areas and divisions that shape a business and their CX strategy, from channel management, self service, personalisation to the employee experience. It is here we will take a look at the past 12 months to determine what has changed, and the next steps needed come 2022.
Research was conducted by The Customer Show Team with over 2,000 Leaders in CX, Data, Operations, Marketing and Digital from organisations across Australia and New Zealand, which will form the basis of this e-book. The e-book will focus on the different areas of the CX function and where businesses should direct their 2022/23 strategic planning.
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The Customer Show is the largest and fastest growing Customer Experience Exhibition across Australia & NZ. Housed in the Melbourne Convention and Exhibition Centre, it is the number one meeting place for business leaders wanting to gear their organisation towards the next frontier of CX.
Join us from 4-5 May 2022 and be introduced to leading case studies on CX transformations, digital innovation, data and marketing insights from some of Australia’s leading professionals – with 7 programs running concurrently across 2 days.
