Turning the customer
experience flywheel.

Read the 2020 CX Maturity Report – Australia
to discover how today’s leading organizations
are optimizing customer experience in a
multi-channel world.

  • Learn what great customer experience means today.

  • The most successful businesses and government agencies understand that customer experience demands an organization-wide vision and plan. This report reveals the wide divergences in maturity within the Australian market – between those leaders now reaping the benefits of a truly multi-channel and high-tech CX strategy, and those still at the very start of their CX optimization journey. 

    Read the executive summary

31%

of businesses are already using AI to deliver CX.

24%

of businesses rate their current CX as excellent.

77%

of businesses have a defined multi-channel CX strategy in place.

30%

of businesses say siloed departments are the key obstacle to better CX.

Get the full picture on CX best practice.

In 2020, Verizon partnered with Fifth Quadrant, a leading research organization with deep knowledge of the CX industry. The research project surveyed 200 CX decision-makers from Australian organizations to explore the state of customer experience maturity across all industries – and to understand what separates the leaders from the laggards in CX today. Read the findings in the exclusive 2020 CX Maturity Report – Australia.

Join our on demand webinar: How to build the momentum in your CX Flywheel.

Take your customer experience from strength to strength.
Join this webinar to learn the key steps for accelerating CX optimization in your organization. 

How to harness the CX flywheel.

The report identifies four key stages in CX maturity that can act as a flywheel for organizations – building momentum through leadership support, which then enables internal alignment, drives continuous improvement and constantly optimizes CX performance. Discover how the flywheel could speed up CX optimization in your business. 

Could AI take your CX further?

Many organizations are already leveraging AI to provide predictive, intelligent, integrated and convenient interactions along the customer journey. AI can enhance the customer experience itself, as well as freeing up your employees for higher-value activity by automating routine processes. We investigate how AI is already transforming CX.

A multi-channel world needs multi-channel CX.

New customer interaction channels have added greater complexity to CX for organizations today. Many are finding that without an integrated channel strategy, a seamless joined-up customer experience is impossible. We look at how channel strategy can deliver a real-time, right-place, personalized experience that’s both predictive and device-optimized.

Identify your CX roadmap.

Organizations often find it difficult to get a complete view of the experience they’re delivering to customers. A Verizon Business Impact Assessment (BIA) can help you analyze your CX and develop a customized roadmap that improves engagement. Let’s discuss your CX goals so you can take steps to reach them.

In 2019, Verizon partnered with Longitude, a Financial Times company, to survey consumers across 15 countries to find out what they view as important when starting and maintaining a CX relationship with a brand. Visit this page to watch our webinar and to read our exclusive research paper, “Winning the CX War”.

Winning the
customer
experience
war.

Products & services

Cloud Contact Center +

Cloud Contact Center

The flexibility that comes from the cloud can help your customer service be more efficient, effective and innovative. Our cloud contact center solutions provide quick and reliable network connections that enable you to scale quickly while controlling costs.

Transport and Intelligent Routing +

Transport and Intelligent Routing

The ability to dynamically integrate information from your network and various other sources can help you provide seamless personalized customer experiences.  Combining our technology and your knowledge store can help you meet your technical, operational and financial requirements.  Get the inbound transaction to the right source to enable more first resolution interactions.

Services and/or features are not available in all countries/locations, and may be procured from in-country providers in select countries. We continue to expand our service availability around the world. Please consult your Verizon representative for service availability. For further details please contact us.