Will Scully-Power


THE: State of Customer Experience in APAC
March 21, 2014, 6:12 am
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Customer Experience in APAC

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Ownership of customer experience is fragmented across businesses and as result only 23% of marketers have a complete view of interactions across all stages of the customer lifecycle.

The findings are from the Chief Marketing Officer (CMO) Council which surveyed 245 senior marketers across 16 Asia-Pacific countries, including Australia.

It found just 25% of companies have conducted a customer experience management (CXM) audit across all touch points, life stages and operational areas and only 36% have a formal CXM strategy in place.

Only 11% said they were ‘highly satisfied’ with their ability to listen and respond to customers’ needs.

http://www.bandt.com.au/news/marketing/who-owns-the-responsibility-of-customer-experience

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