Laura Mazin on the topic "Changing Consumer Behavior"

Consumer behaviour and expectations have dramatically changed since COVID 19. This is an interview with Laura Mazin, Director of AchieveAble and ex Executive GM at Telstra for Customer Experience, on key changes, challenges and immediate next actions.

In her words, organisations need to focus on the following: 

  1. Organisations need to further evolve their technologies to enhance their customers’ experiences. 
  2. Quick makeshift solutions to address increase in customer demand need to be industrialised to ensure robustness and compliance. 
  3. Don’t underestimate what a big differentiator customer experience really is, because your competitors certainly get it. 

Customer Experience is a key differentiator.

Focus on prioritising your immediate quick wins, while establishing a plan on how to deliver against strategic objectives.

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