The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.
That was the consensus across panellists at CMOs breakfast event, entitled Creating more Intelligent Customer Customers, held in Melbourne on 22 May. IAG executive GM of customer futures, Customer Labs division, Jill Baptist, said the emphasis of her team is on understanding how to cut through the noise and achieve that next level in customer engagement.
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