The State of Customer Experience has changed dramatically over the past 5 years. With CX professionals focused on driving digital transformation, product strategy and improved service delivery, being able to juggle multiple business priorities at the one time is critical.

The rise of Amazon, ASOS and even Australian businesses like The Iconic quickly changed this way of thinking, with companies soon understanding that to remain relevant they needed to step up their customer strategy and compete with the major brands.

With many businesses starting to prioritise CX (but not knowing where to begin),

• Technologies have quickly advanced
• User Experience's have simplified
• Online engagement has been on a rapid incline; and,
• Customer effort scores have become more competitive. 

This report looks at the trends that have taken shape in the CX industry since 2018 and where it is projected to head by 2023. With over 200 survey respondents taking part, we unpack how CX has evolved over the past 5 years.

Download the Report today!

The power and flexibility of artificial intelligence (AI) has multiple benefits when it comes to enhancing your CX and future-proofing the business during a downturn.

Check out this eBook to learn:

• The top 5 issues businesses are facing today
• How to address these challenges - and how voice AI can lend a helping hand
• How you can supercharge your CX with voice AI
  

Discover the trends, pain points and opportunities CX leaders from PepsiCo, Amazon and Roche, are predicting for 2022!

Download this report to discover:

• How artificial intelligence, machine learning and automation will shape the face of customer experience in 2022?
• How pressures around sustainability are likely to develop in 2022?
• How the digital acceleration seen in 2021 will continue in 2022?
• Why Voice of the Customer (VoC) will be key for CX transformations?
• How to 'future-proof' CX initiatives and ensure success in the new year?
  

How do you unite your customer experience function?

Read this comprehensive eBook to see how customer experience and service leaders can unite the business to drive loyalty, growth and ongoing insights for your strategic planning.

Gain insights into key topics including:

• Cultural Shift: Employee Experience in the Age of Flexible Working
• Technology Integration: What to Focus on for 2022
• Personalisation Strategies: Uncovering the Data
• In Service: Agent Engagement and Upskilling

With inputs from ServiceNow, InMoment, Khoros and many more, learn how you can unite each division in your organisation so we end up singing to the same CX tune.

With customer service leaders worldwide embracing new operating models, read the new CX Mandate report which compiles insights and predictions from 1500 customer service leaders globally, including 200 from Australia and New Zealand, to learn more.

How do you measure the value of a brand-owned digital community to your overall customer experience?
View this guide to see the best practices Khoros uncovered so any brand can easily implement Success Rate tracking for themselves and then take confident action to improve their customer experience.