Measurement & Analytics News, Features, and Interviews

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.

With so many organisations now focused on improving the experience they provide to customers, it’s not surprising to see multiple methods have emerged for measuring the quality of that experience.

Technology and data are transforming customer service support in unprecedented ways, making the pursuit of it a strategic priority for CMOs. In our latest Food for Thought series we asked leading marketers: What ways are technology and data transforming customer service and support?

AMP is on a quest to deliver enhanced ‘customer experiences’ and is using the power of artificial intelligence (AI) - as part of the recent Salesforce platform adoption - in order to offer ‘mass personalisation’ to customers and advisers.

While many contact centres encourage agents to resolve calls quickly, that’s not really appropriate when your service exists in part to prevent people taking their own lives.

Marks & Spencer has seen overall satisfaction across its stores increase by an average of 23 per cent after rolling out a global customer service listening and insights program internationally.

Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.

When Norman Peledeau first began developing text analytics software 20 years ago, he could barely get a meeting with potential commercial clients. Now he finds himself at the helm of a company developing one of the essential tools of the social media age.

Putting customer experience insights into the hands of your marketing team can add significant value to the marketing mix. But without the right foresight, these reporting platforms can easily end up an ineffective, confused or unhelpful mess.

Brian Andrews likes to joke that he is the Forrest Gump of the Net Promoter Score movement, always turning up at seminal moments in its development.

There’s a lot of talk that AI is the future, but the capabilities are already being widely used and it’s not really that scary, according to CEO of technology company Sherlok, Elisa Adams.

​Facial recognition promises to deliver a new era of personalised service at retailers and services providers – if only consumers could get past their fear of Big Brother.

Rockend has been in the property software game for more than 35 years, providing real estate and strata software solutions to agents and strata managers across Australia and New Zealand. But it’s the group’s more recent voice of customer and employee efforts that are paying fresh dividends.

Insurance giant nib announced a new partnership with software company MaritzCX to launch a multi-brand customer experience program to help refine and scale the company’s voice of the customer strategy as part of its wider customer-centric vision across Australia and New Zealand.

Customer experience and a customer-centric approach remains top of the agenda for most marketing leaders. But according to recent research from Forrester, only a third of Australian brands added or improved on their CX measurement in the past year. So just what does it take to measure your customer experience efforts successfully?

Yogurt company, Chobani Australia, has sunk its teeth into a Qualtrics experience management platform that the company said will bring together CX insights and staff engagement metrics.

​Proving the link between customer satisfaction and employee engagement has become a reality for Volkswagen thanks to a new insights platform.

Gaining insight into why customers are opening a new account or purchasing a product has become a reality for Bendigo and Adelaide Bank thanks to the latest advancements in its customer analytics toolkit.