Marketing in 2021: why it’s important to be CX-ready
David Blakers, managing director APAC at InMoment, examines why now more than ever is the time for customer experience to take centre stage.
An entirely unpredictable 2020 proved to be the catalyst for Australia’s digital leap forward, with COVID-19 forcing consumers and businesses alike to digitise. Yet, with this new era of interaction, comes a whole new way of thinking. Brands have quickly realised that a blanket policy to Customer Experience (CX) just won’t cut it in 2021.
The paradigms have flipped. Businesses no longer dictate to customers, customers now tell businesses, how, when, and where they want things done. With that being the case, how can marketers be successful without knowing what their customers want? Put simply, they can’t.
