The delicate economic balance between cost and customer experience was under the spotlight even before COVID-19. Now, the spotlight has been amped up as Australia resets how businesses interact with consumers.
Customers want to spend minimal time and effort to get what they want, and they expect authenticity, directness, and personalised service.
In Roald Dahl’s famous 1964 children’s novel ‘Charlie and the Chocolate Factory”, Veruca Salt is a greedy, demanding, manipulative brat who demands everything she wants NOW!
It’s been a long hot summer and the topic of energy security is front of mind for customers
Digital is important, but it’s not the only thing… remember to move at the pace of your customers.
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