Every customer experience (CX) leader is looking for innovative ways to deepen customer engagement. Shifts in customer behaviour and the complexity of multiple customer journeys, has made managing customer expectations difficult. Ecosystm research finds that nearly 60% of enterprises across Australia and New Zealand (ANZ) have improving CX as their top business priority. Driving great CX is not an easy task, and it has to be done right as if companies fail in the experiences they offer, it has a sure impact on customer retention.
