{"id":13419,"date":"2019-02-21T00:00:00","date_gmt":"2019-02-21T00:00:00","guid":{"rendered":"https:\/\/prodim2020.wpengine.com\/resource\/2019-cx-trends-australia\/"},"modified":"2021-07-30T08:00:26","modified_gmt":"2021-07-30T08:00:26","slug":"2019-cx-trends-australia","status":"publish","type":"resource","link":"https:\/\/inmoment.com\/en-gb\/resource\/2019-cx-trends-australia\/","title":{"rendered":"2019 CX Trends Australia"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Our 2019 Australian CX Trends Report shows that the gap between customers\u2019 and brands\u2019 perception of customer experience delivery is greater than ever. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Brands are investing\u2013\u2013both time and dollars\u2013\u2013in CX and believe they are improving. In fact, 36% of brands reported experiences are definitely getting better. Alarmingly, only 13% of customers said the same. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">More than ever it is critical that brands get CX right with Gartner reporting 8\/ 10 brands will compete primarily on customer experience. And brands that get it right see the tangible impact on financial results.<\/span><\/p>\n<p><b>Download our full report to understand key CX trends so you know where to focus to close the CX gap and rise above the rest in both reputation and revenue. Trends include: <\/b><\/p>\n<ul>\n<li style=\"font-weight: 500;\"><span style=\"font-weight: 400;\">Importance of <\/span><b>overt listening<\/b><\/li>\n<li style=\"font-weight: 500;\"><span style=\"font-weight: 400;\">Getting the right balance between <\/span><b>technology and the human touch <\/b><\/li>\n<li style=\"font-weight: 500;\"><span style=\"font-weight: 400;\">Making <\/span><b>personalisation<\/b> <b>more purposeful<\/b><\/li>\n<li style=\"font-weight: 500;\"><span style=\"font-weight: 400;\">Taking a different <\/span><b>perspective on non-purchasers<\/b><\/li>\n<li><span style=\"font-weight: 400;\">How to<\/span><b> recognise real loyalty<\/b><\/li>\n<\/ul>\n","protected":false},"featured_media":8877,"template":"","meta":{"_acf_changed":false,"footnotes":""},"industry":[],"resource-type":[419],"class_list":["post-13419","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource-type-report-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/resource\/13419","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/types\/resource"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/resource\/13419\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/media\/8877"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/media?parent=13419"}],"wp:term":[{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/industry?post=13419"},{"taxonomy":"resource-type","embeddable":true,"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/resource-type?post=13419"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}