Creating a single view of the customer for a national telehealth service

Integrating a segmentation solution into a CRM

Analytics

A decision support tool to stem revenue decline

For several quarters, an aviation brand’s continuous brand tracker had identified a gradual decline in performance, leading to significant declines in key metrics year-on-year. Their internal teams had a wealth of data about their passengers and revenue, but needed something with more predictive power to inform their next steps.

Legal Notices

Being Selectively Customer Centric – Rationing Centricity

Branded Communications with Sacha Cody

We were delighted to have Melissa Hopkins and Michael Sinclair from Optus share their experiences driving brand and communications outcomes at Optus. While they reference the program of work at Forethought, Sacha Cody will provide a more detailed perspective of the program itself as well as key learnings and principles on how organisations can use evidence gleaned from research to drive even greater advertising impact.

Offer Optimisation with Lauretta Karreman

Unlocking growth from your current and/or new business offer (product, service and solutions) comes from a deep understanding of market needs and behaviours. The process Officeworks went through in developing a new offer is applicable to all businesses in the current business context given the parameters within which consumers make decisions has altered. Lauretta will provide a framework in which to identify the optimal insight required at each stage of the product lifecycle from inception to launch.

Classifying CX Initiatives – Part One

The approach for prioritising initiatives varies by the job to be done. Initiatives aligned to brand building should be assessed differently from initiatives attempting to iron out a clunky user experience. CX initiatives generally fall into three buckets.

Is Your CX Program Relying on Magic?

In 2018, comparing to the same half year just 12 months earlier, Australia’s leading health insurer, Medibank Chief Executive Officer, Craig Drummond announced a 78% reduction in member defection. In the same breath, he announced a 2% reduction in management expenses. In the two years leading up to that remarkable turnaround, Chief Customer Officer, David Koczkar sought consumer based evidence to drive and empower his decision-making, and to align the organization.

Why Do We Often Ignore This Key Part of Creating and Launching Successful Products?

You know the drill: check out the market, identify the gaps, come up with a strategy to disrupt or create new services or products and then, with the aid of many others in the business, push your baby out into the world.