In the fourth of our five-part video series on the Future of Customer Experience (CX), Accenture Interactive e-commerce practice lead for Australia and New Zealand, Jason Ross, chats with AdNews editor Rosie Baker about how to supercharge CX.
Ross explores the fact that consumers expect more convenience from brands today than they ever have - "convenience to browse, buy and consume products and services". Businesses will simply lose if they struggle to meet the heightened consumer expectations. Ross cites examples of emerging trends such as 'last mile delivery' that enables brands to deliver products in a seamlessly automated way right to the doorstep.
Brands that are leveraging such bleeding edge developments are winning the CX war and will remain sought after.
This video is part of an integrated 'Future of CX' series in partnership with Accenture Interactive. Also see managing director Accenture Interactive ANZ Michael Buckley explore connected creativity, marketing services lead for ANZ Irwin Lim discuss the new breed of "Experience Architects" required today and Fjord APAC GM Bronwyn van der Merwe explain the 'Living Business' thesis.
And listen to a special edition of the AdNews Podcast where Buckley and van der Merwe have a wide-ranging chat with Rosie Baker about how to deliver highly personalised micro moments that are "cool not creepy", experience marketing, service design and the rising tide of liquid expectations. Find out more about Accenture Interactive here.
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