Measurement & Analytics News, Features, and Interviews

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.

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.

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.

Building a customer demand-led approach to travel management, predictive personalisation and foresight, not just insight, are all in the sights of Virgin Australia’s analytics chief.

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.

​Commonwealth Bank and Quantium have joined forces on a new data venture that will see customer transaction data and data science capabilities used to lift the customer game of institutional clients.

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.

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.

Flybuys has joined forces with consumer research platform, Pureprofile, to create its own survey platform for members in return for additional points.

Research shows the bulk of consumers are willing to exchange their data in return for a personalised offer, but it has to respect their data and privacy at the same time.

Bringing merchandising, loyalty and marketing strategies and insights ever-closer together to improve customer service is the name of the game for West Australia’s Liquor Barons liquor retailer as it brings on a fresh promotional planning platform.

Data management, reporting and action are the holy trinity for Aware Super’s first group head of data sciences as the organisation works to build a data-driven capability that drives bigger rewards for members, employers and stakeholders.

Australian mattress and furniture online retailer, Koala, is spending the next six months undergoing a large-scale data transformation to bring customer insight into every step of its decision-making processes.

Learning fast and adapting quickly have become catchcries for Accent Group’s customer experience (CX) team as it gathers lessons from 2020 to take into the festive shopping season and beyond.

A 270 per cent increase in revenue and ability to optimise more than 1 million discrete customer journeys are just a few ways data visualisation is helping Australian marketplace, Oneflare, lift its business game.

Wanting to address the problem of customer feedback in silos, ANZ has extended its Qualtrics integration to better utilise valuable customer feedback and feed it directly into developing new propositions around banking products or services.