Measurement & Analytics News, Features, and Interviews

Nine out of 10 CEOs agree: Mastering the customer agenda is the primary challenge their organisations face now and into the future. Yet when it comes to actually orchestrating the people, process and technological changes necessary to ensuring an organisation delivers and exceeds modern customer expectations, many are struggling to truly break ground.

Pharmaceutical wholesaler, Sigma Healthcare, knew it needed to modernise with a renewed customer-first approach. In choosing the new platform to support these aims, however, it was very much a case of evolution, rather than revolution, as any new system needed to fit with its legacy tech while offering a future path for continual development.​

Better claims and rehabilitation management, transparency and improved member experiences are all coming to fruition for Zurich’s OnePath life insurance business after adopting artificial intelligence (AI) technology.

The data practices of loyalty programs must stop automatically linking members’ payment cards to their loyalty scheme profiles and changes are needed consumer and privacy law, according to the Australian Competition and Consumer Commission’s (ACCC) final report into customer loyalty schemes.

9Galaxy will become the technology underpinning a common demand-side buying platform (DSP) for the television industry after Australian broadcasters joined forces to agree to a unified platform for advertising.

Southern Cross Austereo (SCA) says it has achieved more than one million listens to its 'News on Demand' smart speakers and app service, less than two years after launch, reflecting fast adoption of voice-activated device engagement.

Isentia has launched a new form of reputation analysis, which blends organic social media conversations and survey data to provide a more comprehensive view of what the public says, thinks and feels about an organisation.

Readers’ cognitive load, how busy the brain is at a given moment, is lowered by eight percent when finishing an article and this ‘Moment of Next’ is when their brain is more available to attend to new stimuli, according to a new study.​

A redesigned website, fresh insights into competitive opportunities and growing audience engagement and conversion are just some of the wins Finder is having after investing in a new brand and consumer experience measurement platform.

Measuring the impact of customer experience programs of work on the customer, business and resources is vital in the ever-important quest to keep up with market expectations, Forrester's senior analyst, Riccardo Pasto, says.

Customer experience in Australia is good but not great, according to consumers surveyed for the 2019 KPMG Customer Experience Excellence report. The brands leading on customer experience are community-led, values-driven and rate higher than brands focused solely on building their customer base, according to the report.

Nestlé Australia and InSites Consulting's chatbot research experiment has just secured top honours at the Australian Market and Social Research Society (AMSRS) national conference, winning the Best Paper Award.

Consumers are bombarded with thousands of brand messages every day. Which makes it increasingly important for marketers to understand the complete brand experience and have rich, actionable insights through a broad array of data.

​Personalisation done right can have a dramatic effect on how customers experience a brand and a positive effect on marketing efforts, which flow through to the bottom line. At last week’s Sitecore Experience 2019 event in Sydney, three very different examples were provided to the audience on the experience of embarking on a personalisation programme and the impact of effective personalisation.

The disconnected view of the impact of both real-world and online media is preventing insight into key consumer behavioural drivers and hampering sales growth in retail, according to new research.

​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.