MELBOURNE: CXI Inspiration Seminar Series - Amplifying Experience
Customer experience is the new battleground for consumer-facing organisations. Recently Forbes indicated that 75% of companies report their top objective is improving customer experience. Gary Wingrove (CEO, KPMG Australia) commented that “over the next five years, almost 90% of companies expect to be competing on the basis of customer experience alone”.
However, brands tend to over-report their own CX performance relative to consumers. Why does a CX delivery-perception gap exist? And what does it even mean to compete on CX? What does best practice look like?
Join CXI at our second Inspiration Seminar of 2018 to wrap up the year with an interactive discussion on these questions and more. Find out how to amplify CX delivery in 2019 with presentations on:
CX state of play and insights. Associate Professor Sean Sands, CXI Co-Director, will present a CX state of play and case studies, as well as highlights fresh from this year’s Shop.Org conference in Las Vegas.
Amplifying CEX at the intersection of behavioural science, data science and design. Director of Experience Design from Decision Design, Tara Ness, will discuss how customer-orientated brands need to future proof their CEX to drive measurable improvements in customers’ experience, decision making and commercial outcomes.
Competing on experience in Australian retail. Swinburne Adjunct Industry Fellow, Bernie Brookes, will reflect on the state of the retail industry in Australia to discuss what it means to compete on experience.
