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Leading the way through
the 'Great Disruption'.

Read the 2021 CX Maturity Report – APAC
to learn how leading organisations utilised
innovative CX strategies to successfully navigate
the pandemic.

Read the full report

  • Learn how CX strategy is leaping into the future.

  • The pandemic accelerated the need for digital transformation and organisation-wide customer experience integration. These executive summaries show the response of APAC businesses, while revealing how CX maturity differs in nations and industries. CX leaders – with a high level of focus on customer centricity and robust technology infrastructure – continued to develop their capabilities and grow, leaving CX laggards further behind. 

    Read the APAC summary Read the ANZ summary
Related resources

5%

increase in Australian businesses classified as CX leaders in 2021.

40%

of CX leaders have integrated all CX channels.

50%

of CX leaders improved KPIs throughout 2021.

63%

of CX leaders use AI in their CX strategy.

  • creative agency asian female casual cloth video conference online meeting working with laptop at coworking area office space with freshness with blur office background

  • Keep up to speed with CX best practices.

    In 2021, Verizon partnered with Fifth Quadrant, a leading CX research organisation, for a second research project. 400 CX decision-makers in APAC were surveyed for a wider analysis of CX maturity in Singapore, Australia and New Zealand. Key areas of customer experience were studied, including multi-channel strategy, telephony and technology infrastructure, future priorities and the impact of Covid-19. Read the findings in the exclusive 2021 CX Maturity Report – APAC.

    Read the full report

  • What lessons
    can we learn
    from CX leaders?

     

    Discover the ingredients for CX success.
    Learn about the strategies, technologies, 
    cultures and KPIs that help CX make such
    a difference across a whole organisation.

    Read the whitepaper
  • Portrait of attractive mature asian man retired with stylish short beard using smartphone sitting or listening music in urban lifestyle coffee shop. Old man using social network internet technology.

  • Start accelerating CX optimisation today.

    Customer experience has never been more important. Watch our webinar to learn the key steps for accelerating CX optimisation and help future-proof your business. 

    Watch the webinar Listen to the podcast
  • many people on zebra crossing

  • What are CX leaders doing differently?

    The report identifies how CX leaders are implementing the foundations for customer experience success – believing CX is a key differentiator, accelerating digital transformation and embracing working from home. View the infographic to compare the approaches of leaders and laggards.

    And, explore the key findings further with our interactive executive summary infogram.

    Explore infogram
  • how to harness the cx flywheel

  • Keep the CX flywheel turning.

    Although the pandemic caused some re-evaluation of customer experience best practice, there was further evidence of the power of The CX Flywheel. Successful implementation of the four key stages in CX maturity, identified in 2020 CX Maturity Report – Australia, creates a flywheel effect – building momentum through leadership support, which then enables internal alignment, drives continuous improvement and constantly optimises CX performance. Discover how the flywheel could speed up CX optimisation in your business. 

    View infographic

The Future of Work:
Get insights from our experts.

  • a man sitting at the desk working on laptop

    A matter of consumer trust

    Research conducted by Longitude on behalf of Verizon, finds that consumer trust in brands’ data-sharing practices is tenuous and that this distrust extends to new technologies.

    Get the executive summary
  • woman sitting at th etable reading

    Customer experience and data sharing

    Six thousand consumers in 15 countries were surveyed about their digital interactions with brands, including how they feel about sharing their data.

    View the infographic
  • Harvard Business Review Analytic Services

    Remote work is
    here to stay.

    A new report from Harvard Business Review Analytic Services finds that remote work can be just as effective as onsite work—and that organizations with advanced digital workplace strategies are having the best outcomes. 

    Read the report
    • Turning the customer experience flywheel

    • CX Maturity in 2020
      – how did it differ?

      In 2020, we partnered with Fifth Quadrant to launch our initial CX research and report. The survey of 200 CX decision-makers in Australia explored the state of customer experience maturity across all industries – providing an initial understanding of what separates the leaders from the laggards in CX. Read its findings in the CX Maturity Report – Australia.

      Learn more

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