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Customer experience strategy

Meeting expectations and changing dynamics in service

Published December 2013

This research based whitepaper reveals that at a strategic level, customer experience strategy can have a positive impact on business performance. Organisations that have a more mature customer experience strategy report between 10-20% greater impact on revenue generation outcomes than less mature businesses. Despite this, 47% of Australian based organisations do not have what would be classified as an enterprise-wide customer experience strategy in place.