Customer experience strategy: Meeting expectations and changing dynamics in service

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Provided by: Australia
Topic: Virtualization
Format: PDF
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 impacts 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.
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