Measurement & Analytics News, Features, and Interviews

​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.

Specialist independent wholesaler, Alvin Electronics, is using the power of analytics and machine learning to assist in its customer retention efforts, a move that helps level the playing field for this small business provider.

ThinkTV, on behalf of its shareholders Foxtel/MCN, Network Ten, Nine, and Seven West Media, want the creation of a media briefing portal that makes it simpler for advertisers and their agencies to buy TV inventory.

Marketing research has moved beyond simply seeking insights, into building functionality to be able to ensure insights are used in the best way, and the shine is coming off social media research and moving back into more ethnographic and qualitative research methods.

​Measuring CX is vital, but difficult, to do, according to Gartner, as there are hundreds of metrics to choose from and various levels within an organisation to which they should be applied.

CMOs looking to implement a customer experience program need to engage with shareholders with the same amount of tangibility as CFOs if they want to ensure CX as a market share growth driver and competitive advantage.

Good Shepherd is using the power of data analytics to help Australian consumers alleviate themselves from poverty.

Hyundai Motor Company Australia has accelerated its way from ninth to second position in the ranks of Australian automotive companies for service after overhauling its customer experience approach.

We are entering the era of relationships where the process of understanding what’s happening with customers, then delivering against those needs, is crucial to building brand connections that sustain businesses.

UBank’s CMO says the launch of RoboBrain, a hyper-personalised cognitive assistant, is dramatically improving customer response times and a massive leap forward in the bank’s AI journey.