Building a customer-centric company is the true game-changer for businesses. Hubtype estimates by the end of 2022 global CX technology spending is set to reach $641B, and a huge 87% of business leaders now define CX as their leading growth engine. Genesys Report found that 69% of Australians believe a company is only as good as its customer service. However, according to Acquia’s survey, almost three quarters of Australians feel they are treated as generic customers, not as individuals with their own preferences and needs, when they engage with brands online.
Higher Logic research found that 62% of Australian consumers demand a speedy experience from a brand. Additionally, according to Genesys’ research, 48% of Australians interact with customer service teams at least once per month, and 29% do every week. In 2022, the driver for innovation will be emerging technology to leap from digital sameness to human-centered technology transformations. Automation, contact center technology, proactive service and customer service analytics have become investment priorities for customer support and service (CSS) leaders.