Ipsos State of the CX Nation report
Ipsos in partnership with Ashton Media are pleased to announce that the second State of the CX Nation report is now available to download.
This report focuses on identifying future trends, best practises, challenges facing CX leaders in Australia and the evolving nature of customer experience.
Click the link below to get your copy of the 2024 report.
Download the 2024 Ipsos State of the CX Nation report
84% of organisations don’t get full value out of their VOC programme
Ipsos and Ashton Media’s State of the CX Nation industry report – our annual research report for Australia’s CX industry as companies provides invaluable insight as companies increasingly recognise the importance of customer experience programmes are stagnating at the same time as consumer loyalty to brands are waning.
The research, which was conducted by Ipsos between May and July, is designed to set the standard for customer experience strategy in Australia, allowing organisations to leverage the insights to support their critical CX, Brand and EX business decisions.
The report focuses on identifying future trends, best practices, challenges facing CX leaders in Australia, and the evolving nature of customer experience. It highlights the growing responsibility for CX in organisations to deliver unique, differentiated, personalised and privacy compliant experiences for customers.
Some key take aways
It's a critical time for the right CX investment in Australia, as businesses increasingly struggle to deliver on brand promise. The landscape is undergoing significant growth and transformation as companies embrace digital channels, leverage cutting-edge technologies like generative AI, enhance data analytics capabilities, and prioritise customer journey optimisation, ESG initiatives, and aligning employee experiences with customer needs.
For CX to fulfill its transformative potential, organisation must confront the systemic barriers that perpetuate the status quo. Read our report to help make the right strategic bets, on governance, talent, insights, and technology and rekindle the spark of customer-inspired innovation.
About our partners - Ashton Media
Ashton Media is the leading and most trusted organiser of CX events in Australia, offering invaluable insights, education, and networking opportunities. Their events, including the Customer 360 Symposium and Contact Centre Symposium in the Hunter Valley, the CX Retreat in the Mornington Peninsula, and the CX Awards in Sydney, bring the most senior enterprise CX leaders in the country together by invitation for two days and nights of learning and conversation, with a carefully curated agenda covering the big trends and challenges facing CX leaders in the region. They pride themselves on delivering unparalleled insight into the CX industry with inspiring speakers, highly targeted content, and the most senior delegations in the region. For more details on Ashton Media’s CX events please visit ashtonmedia.com.au/cx-portfolio/