Measurement & Analytics News, Features, and Interviews

When the pandemic upended the travel business, Flight Centre took it as a sign to move on long-held plans to overhaul its Voice of Customer program

​Universities are data rich, but in comparison to their corporate counterparts, these organisations have been slow to leverage their own assets, according to La Trobe University director of data and analytics, Anthony Perera.

When it came to lifting the capability of its contact centres, Gucci turned to its design teams to create an environment for is staff that captured the essence of the brand.

Dynamic Yield has once again led Gartner’s annual Magic Quadrant 2022 report analysing personalisation engine platforms in market, followed by Insider, Salesforce, Adobe and SAP.

All the latest martech and adtech news from Cordial, Amobee, Oracle, Microsoft, Alida, Infobip, InfoSum and Annex Cloud.

A focus on product and services innovation, fresh voice of customer programs, visual identity overhaul and regular brand tracking are critical elements supporting Business Australia’s rebrand to My Business.

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.