Learn what great customer experience means today.
The most successful businesses and government agencies understand that customer experience demands an organization-wide vision and plan. This report reveals the wide divergences in maturity within the Australian market – between those leaders now reaping the benefits of a truly multi-channel and high-tech CX strategy, and those still at the very start of their CX optimization journey.Read the executive summary
Get the full picture on CX best practice.
In 2020, Verizon partnered with Fifth Quadrant, a leading research organization with deep knowledge of the CX industry. The research project surveyed 200 CX decision-makers from Australian organizations to explore the state of customer experience maturity across all industries – and to understand what separates the leaders from the laggards in CX today. Read the findings in the exclusive 2020 CX Maturity Report – Australia.
How to harness the CX flywheel.
The report identifies four key stages in CX maturity that can act as a flywheel for organizations – building momentum through leadership support, which then enables internal alignment, drives continuous improvement and constantly optimizes CX performance. Discover how the flywheel could speed up CX optimization in your business.
Could AI take your CX further?
Many organizations are already leveraging AI to provide predictive, intelligent, integrated and convenient interactions along the customer journey. AI can enhance the customer experience itself, as well as freeing up your employees for higher-value activity by automating routine processes. We investigate how AI is already transforming CX.
A multi-channel world needs multi-channel CX.
New customer interaction channels have added greater complexity to CX for organizations today. Many are finding that without an integrated channel strategy, a seamless joined-up customer experience is impossible. We look at how channel strategy can deliver a real-time, right-place, personalized experience that’s both predictive and device-optimized.
Identify your CX roadmap.
Organizations often find it difficult to get a complete view of the experience they’re delivering to customers. A Verizon Business Impact Assessment (BIA) can help you analyze your CX and develop a customized roadmap that improves engagement. Let’s discuss your CX goals so you can take steps to reach them.
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The flexibility that comes from the cloud can help your customer service be more efficient, effective and innovative. Our cloud contact center solutions provide quick and reliable network connections that enable you to scale quickly while controlling costs.
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The ability to dynamically integrate information from your network and various other sources can help you provide seamless personalized customer experiences. Combining our technology and your knowledge store can help you meet your technical, operational and financial requirements. Get the inbound transaction to the right source to enable more first resolution interactions.
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