Measurement & Analytics News, Features, and Interviews

A redesigned website, fresh insights into competitive opportunities and growing audience engagement and conversion are just some of the wins Finder is having after investing in a new brand and consumer experience measurement platform.

Measuring the impact of customer experience programs of work on the customer, business and resources is vital in the ever-important quest to keep up with market expectations, Forrester's senior analyst, Riccardo Pasto, says.

Customer experience in Australia is good but not great, according to consumers surveyed for the 2019 KPMG Customer Experience Excellence report. The brands leading on customer experience are community-led, values-driven and rate higher than brands focused solely on building their customer base, according to the report.

Nestlé Australia and InSites Consulting's chatbot research experiment has just secured top honours at the Australian Market and Social Research Society (AMSRS) national conference, winning the Best Paper Award.

Consumers are bombarded with thousands of brand messages every day. Which makes it increasingly important for marketers to understand the complete brand experience and have rich, actionable insights through a broad array of data.

​Personalisation done right can have a dramatic effect on how customers experience a brand and a positive effect on marketing efforts, which flow through to the bottom line. At last week’s Sitecore Experience 2019 event in Sydney, three very different examples were provided to the audience on the experience of embarking on a personalisation programme and the impact of effective personalisation.

The disconnected view of the impact of both real-world and online media is preventing insight into key consumer behavioural drivers and hampering sales growth in retail, according to new research.

​For a company that receives over 200,000 customer responses each year, implementing a voice of customer (VoC) platform can seem more than a little daunting. Add in some 25 different trackers (most companies have two), and the program can become downright unmanageable.

Three-quarters of organisations increased customer experience (CX) technology investments in 2018, according to Gartner.

Experience management is the next generation category, and will be more important than CRM, human resource management and even marketing automation systems, Qualtrics' global marketing lead claims.

Usabilla, Pulse Insights and ForeSee have been named strong performers in the first Forrester Wave: Digital Voice-Of-The Customer Specialist Platforms, Q2 2019.

The next-generation customer data management space is rapidly heating up, with upstart US vendor, Segment, raising a whopping US$175 million in funding for its new customer data infrastructure offering.

CBRE is using the latest in big data to help retailers decide where they should be trading and communicating with customers.

Virgin Australia has had so much success enhancing customer experience by implementing voice of customer technology on its mobile app, the airline is now implementing the capability across other digital channels.

Intelligence-driven companies don’t just take CRM data and make customer management better; they take all the data they have and make all interactions better, Microsoft CEO, Satya Nadella, says.

A real-time customer data engine and platform, Customer Experience cloud improvements, a new Commerce Cloud and integration of Marketo into Marketing Cloud are among Adobe’s latest efforts to deliver the customer experience management vendor of choice to enterprises.

​Australian marketers recognise the need to drive customer loyalty, but a disconnect between the goal of customer loyalty and the measuring of this loyalty is causing programmes to be ineffective.

Customised training programs driven by client insights, company-wide experience awards and more personalised services are just some of ways real estate group, Harcourts International, is utilising a new customer experience platform for business growth.

Singapore’s Scoot Airlines has seen its customer satisfaction ratings improve and is now rolling out an employee experience management component off the back of significant strides in its customer experience approach.

A new voice-of-customer management system is not only closing the loop on client experience feedback for international money transfer company, OFX, it’s also actively informing products that build competitive edge.

Getting a better handle on customer service and matching rapid business growth with a stronger reporting and response approach has led Showpo to deploy a new platform in just seven weeks.