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• Most organisations today, both in NZ and globally, are focused on improving CX

- creating great customer experiences is seen as fundamental for an organisation to succeed

• Organisations are also focused on digitally transforming the way they operate

- This applies to both the public sector and the private sector

- Results 10, of the Govt‘s Better Public Services priorities, is focused on making it easier

for NZers to complete transactions via digital channels

• You will also hear organisations talking about these related strategies

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• And as customer ourselves, we are dealing with organisations via a number of different

channels & devices

- Our interactions are not linear, not predetermined

- We want to engage on our own terms

- We expect a personalised experience

- We still see traditional channels like call centres, branches and stores as important for

certain interactions

- And research shows that customers who deal with organisations through multiple

channels are more valuable

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• Whether it is your organisations website or mobile app, the importance of your 1st party digital data is peaking.

• Are you using it to the best of your ability?

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