Measurement & Analytics News, Features, and Interviews

Measurement & Analytics

How Gucci brought beauty to the contact centre

When it came to lifting the capability of its contact centres, Gucci turned to its design teams to create an environment for is staff that captured the essence of the brand.

Measurement & Analytics

One martech vendor's journey to a product and brand overhaul

Solving the challenge of a single customer record that can be harnessed for event-based and personalised marketing, with tools to visualise and analyse the full customer journey, has led Australian tech vendor, Autopilot, to a new platform play and brand overhaul.

Measurement & Analytics

Forrester: Why it’s time to inject confidence and energy into CX

As CX professionals know all too well, it takes years to gain maturity and consistency of customer experience across an organisation. But as Australia emerges from the shadows of the pandemic, it’s clear investments into CX transformation are paying dividends.

Measurement & Analytics

Battling the ecommerce fraud dilemma as a brand

Like many Australian retailers, Melbourne-based fine jewellery seller, Bevilles, pivoted to online sales during the pandemic in response to a decline in in-store purchases. But as a seller of high value items, the Bevilles team also knew they were likely to be the target of fraudsters.

Measurement & Analytics

How Theatre Royal Sydney is putting the theatregoer centre stage

As one of Australia’s oldest theatrical institutions, Theatre Royal Sydney might sometimes take its cues from theatre houses of New York and London, staging shows like Alanis Morissette’s Jagged Little Pill. But audiences could be surprised to learn this also extends to how it manages customer relations.