Measurement & Analytics News, Features, and Interviews

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.

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.