We are entering the era of relationships where the process of understanding what’s happening with customers, then delivering against those needs, is crucial to building brand connections that sustain businesses.
That’s the view of InMoment global CEO, Andrew Joiner, who took to the stage at CMO’s latest Melbourne breakfast event, ‘Creating Intelligent Customer Connections’, to share insights around CX technology innovation as well as what it takes to build a more modern CX approach.
Joiner highlighted Forrester research, which suggests nine out of 10 businesses are going to compete on the basis of customer experience in the next decade. In response, the analyst firm believes up to 50 per cent of spend from the CMO is going to be in CX technology in the next five years.
https://www.cmo.com.au/article/641594/inmoment-ceo-traditional-customer-feedback-approaches-flawed/
