Measurement & Analytics News, Features, and Interviews

The way brands treat their customer data is a direct reflection of how they’re treating customers today, IDC’s research director, Gerry Murray, says.

Cotton On has selected Lexer’s homegrown customer data platform (CDP) to power its customer experience and personalisation ambitions locally and regionally.

Solving the challenge of a single customer record that can be harnessed for event-based and personalised marketing, with tools to visualise and analyse the full customer journey, has led Australian tech vendor, Autopilot, to a new platform play and brand overhaul.

Adopting Net Promoter Score (NPS) is just one of the steps REA Group is taking as it works to build out a CX strategy across the organisation.

As CX professionals know all too well, it takes years to gain maturity and consistency of customer experience across an organisation. But as Australia emerges from the shadows of the pandemic, it’s clear investments into CX transformation are paying dividends.

All the latest martech, adtech and customer technology news from Citrix, Tibco, Cyara, Alida, SugarCRM, Jebbit, Brightcove, Pattern, Amplifi.io, Gushup and Knowlarity.

It was when strong year-on-year growth rate levels started to slow that alarm bells began ringing for the team at Aussie Home Loans.

​More than six in 10 brands with customer loyalty programs claim these offerings have kept customers engaged during Covid-19, with higher tier members recording 30 per cent higher purchase frequency.

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.

Qualtrics, Medallia, InMoment and Forsta are leading the way for voice of the customer (VoC) tech solutions, according to the latest Gartner Magic Quadrant research.

Shifting from product availability to perfect order metrics is just one of the ways Coles has improved its customer emphasis internally and as a consequence of rapid digitisation during the pandemic.

Infusing its product offering with data and analytics capabilities that help sporting groups better track participation trends has proven key to GameDay driving customer and revenue growth.

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.

Making contact with thousands of prospective donors on Bandanna Day and raising more than $180,000 to support young people affected by cancer is just one outcome of Canteen Australia’s data and technology overhaul.

All the latest martech and adtech news this week from Zeta, Terminus, mParticle, ActiveCampaign, Qualtrics, Qlik, Sitecore and BlueShift.

A Net Promoter Score of +74 and 30 per cent year-on-year growth are just some of ways BizCover’s transformative investment into personalised and increasingly automated customer service and marketing has delivered.

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.

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.

Proving the value of brand-led engagement to the bottom line is firmly in the sights of Michael Hill’s chief marketing officer following investment into a new brand and employee management platform.

A one-minute customer feedback system that helped drive a 15-point Net Promoter Score (NPS) improvement across Nando’s UK operations has now been rolled out across Australia and New Zealand.

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.