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AU MARKETERS UNABLE TO DELIVER CROSS-CHANNEL PERSONALISED CX; DATA BREACH AFFECTED 1M FACEBOOK USERS IN PH & INDO
AU Marketers Unable to Deliver Cross-Channel Personalised CX. Some 67% of Australian marketers regard optimising customer experience as a company-wide priority, but just 21% believe their organisation effectively delivers personalised experiences across online and offline channels in near- or real-time. They are, however, tapping their marketing budget to deploy customer-focused technology, according to Capgemini Australia’s Digital Marketing and Customer Experience Maturity Report. In fact, 65% said they spent up to half of their budget on deploying and using such tools. Not surprisingly, then, 28% did not think they were realising the potential of their new customer technologies, while 44% felt that they were. Another 61% believed deploying such tools provided a competitive advantage, although 8% did not feel like they did. READ MORE