The 5th Annual Customer Experience Management Asia Summit emphasizes the importance of Rethink, Unify, Innovate, and Deliver in creating great customer experience. According to a 2016 benchmarking report, 85.7% of respondents see the role of CX as increasingly important, with differentiation being the main driver. To focus on the nuts and bolts, organizations need to rethink their approach, building in think time to evaluate how best to create great customer experience. This can be broken down into structure and strategy. One way to do this is to create a customer-first digital ecosystem, as Vodafone Australia did to know where the customer was in the process.
