In today’s data-driven world, understanding your customers is more critical than ever. Customer insights and data provide the foundation for making informed decisions, personalising experiences, and driving business growth. By effectively gathering, analysing, and using customer insights, businesses can gain a competitive advantage, build stronger customer relationships, and drive sustainable growth.
For many Australian businesses, harnessing data is the key to anticipating customer needs and market shifts, uncovering hidden trends and having the intelligence to know when to develop new products …
Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is …
Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the …
Customers use a variety of channels to interact with organisations to purchase the goods and services they want. They expect their experience when dealing with a brand to be seamless …
Most organisations store vast amounts of information about their customers in transaction systems such as their billing and CRM systems. They are also constantly surveying customers for their feedback and …
Too many customer experience projects stall because leaders are unable to demonstrate the value these projects create. Connecting specific customer insights to specific tangible benefits for the business is critical …
Over the last few years, the role of experience and insights professionals and the associated skills required, has evolved dramatically. Sprout Strategy’s new report, Australian State of Experience & Insights …
A subsidiary of Energy Queensland, Ergon distributes electricity to 746,000 customers across most of Queensland. Ergon manages customers across regional and remote areas of the state, from Cape York in …
Customer 360 is essential to connecting with customers As many of us know only too well, key to knowing our customers is listening to them, connecting with them both directly …
Today we are very fortunate. Customer data and feedback is everywhere! There’re a gazillion tools to help you collect it, summarise it and report on it. What is lacking, however, …