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Meeting expectations and changing dynamics in service

Published December 2013

Earlier this year, partnered with Fifth Quadrant to conduct quantitative and qualitative research into the customer service space in Australia and New Zealand. The study was conducted amongst 753 Australian and New Zealand consumers and 100 Australian organisations.

The research was designed to specifically examine new channels for service delivery (Mobile Devices, Social Media etc.) and the maturity level of Australian organisations in regards to Customer Experience Strategy. Here are the key findings.

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