Measurement & Analytics News, Features, and Interviews

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.

Measurement & Analytics

Mate gets a hand with brand and customer decisions from SourseAI

Fast-growing, independent telco, Mate, has signed up with SourseAI to synthesise Mate’s customer data and combine it with market data. The results include defined audience segments, characterised personas and customer and market behaviour insights as the basis for a brand refresh, customer engagement strategies and product development.

Measurement & Analytics

How this AI startup is overcoming the challenges of cultural accents

US-based artificial intelligence startup, Sanas, has been working to unpick the nuances of accents to make communication easier for people from different backgrounds. That could have huge implications for any marketer who wants to improve customer experience through voice channels by helping both customers and staff be better understood.

Measurement & Analytics

DBM: The true meaning of Net Promoter Score

Businesses achieving high Net Promoter Scores (NPS) are invariably gratified by this single number. But arguably, there has been some blind trust as to how significant this figure is on the bottom line.

Measurement & Analytics

Report: CDP adoption hampered by data maturity

A lack of data maturity and actionability is hampering utilisation of customer data platforms (CDPs), a new joint study by Epsilon, Adobe and Publicis Groupe and conducted by Forrester Consulting has found.

Measurement & Analytics

Why H&R Block is upping the ante on voice of customer

Getting to the bottom of customer churn and finding new ways to lift customer performance have prompted H&R Block to invest in a fresh voice of customer (VoC) management platform and approach.

Measurement & Analytics

Report: Forrester names top CX feedback management platforms

The latest Forrester Wave has evaluated customer feedback management platforms and services and nominated the 12 most significant ones - Alida, Cisco Webex XM, Clarabridge, Concentrix, Confirmit, InMoment, Medallia, NICE, Qualtrics, Reputation, SMG and Verint. This report shows how each provider measures up and helps customer experience (CX) and insights professionals select the right one to match their needs.

Measurement & Analytics

How this customer thinker lifted Pepper's data game

Most data teams are constrained by the resources available to them. So when those resources aren’t enough for you do everything, you could be doing to help your organisation, you can either live with the situation, or find ways around it.

Measurement & Analytics

Iron Mountain's Covid-driven rebrand

As the COVID crisis revealed the critical need for businesses to have a strong digital strategy in order to evolve and meet new demands, Iron Mountain knew the time was right for a rebrand.