Measurement & Analytics News, Features, and Interviews

​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.

SAP’s US$8 billion acquisition of Qualtrics will help the enterprise software bolster its experience management credentials short term, but analysts are questioning the wider data integration play necessary for the vendor for long-term competitive edge.

SAP has swooped to purchase Qualtrics for US$8 billion, just as the software-as-a-service survey platform was preparing for an IPO.

​Customer experience is crucial for brands moving into the future, as consumers become less interested in products and more interested in experiences.

Adobe, SAP and Microsoft have joined forces in a new Open Data Initiative (ODI) which the vendor trio say will shake-up customer experience delivering by allowing clients to combine and harness data from across their respective technology platforms.

Few airlines are lauded for their levels of customer service. Fewer still have customers who tattoo the airline’s logo onto their bodies.

A flourishing online consumer community is not only helping the ABC improve programming and product development, it’s also delivering an ability to demonstrate impact on attitudes and behaviours towards vital issues such as waste management.

Scoot Airlines has made a significant investment into a voice-of-customer platform and overhauled its customer service and experience team structure in order to make CX its key competitive advantage in the low-cost carrier market.