Z Energy (Z), a New Zealand-based retail fuel company, operating nearly 200 fuel sites launched the “Retail Survey Refresh Initiative” to improve accuracy of customer insights, adapt to market changes and meet evolving customer needs onsite
Are you ready to learn about how legalsuper transformed their member experience and saw a 350% increase in customer responses? Using a digital-first approach and machine learning algorithm, the legalsuper CX team was able to hyper-personalise their superannuation experience for their members. Legalsuper used rich data to transform its services channels and create more efficient and effective service and product design processes.
Check out the full story to see how legalsuper put its AI segmentation model to work and developed five research-based member personas, a retention and acquisition strategy for each segment, and a roadmap of initiatives to better serve its members.
The experience challenges for this brand might sound familiar to other retailers—ASICS has hundreds of stores across different regions, different legal requirements, and different languages, systems, stakeholders, and KPIs.
To streamline some of these challenges, the ASICS team tried to step into the shoes of their key stakeholders—they spoke to stakeholder pain points, and they addressed these early, clearly, and frequently.
With direct contact to their frontline teams, response volume would see a 40% month-on-month lift with a corresponding increase of +19% of direct CX sales.
Aesop is a skin, body, hair and homecare brand that was founded in 1987 in Australia. The products are built with natural botanic ingredients and essential oils, focused on creating a sensory experience for customers.
With so many competitors in the subscription television space, it’s crucial for the Foxtel brand to deliver excellent experiences to customers at every opportunity.
But because Foxtel’s technicians are independent contractors, seeing customer experiences as their own responsibility was a challenge—and it became difficult for Foxtel to ensure great experiences were taking place at every home visit. That’s why Foxtel partnered with InMoment.
Read the full case study to learn how Foxtel reframed their CX program to better understand their customer needs, increase employee performance, and drive deeper customer satisfaction.
Downer NZ has historically focused on understanding their B2B customer experiences (VoC), while at the same time also understanding their employee experience (VoE)— however, the two programs were not linked until recently.
Downer NZ realised that the two programs have more power for insights and shifting experiences if they linked and evolved them together through a modern integration of both customer and employee experience improvement.
When faced with a challenge, Bank of New Zealand (BNZ) used InMoment’s Platform to solve a tricky problem— getting around the existing survey fatigue rules to leverage its customer experience database.
The results? Avoiding extra engineer work and a 10% uplift in customer feedback!
Before launching an experience programme, the business had limited visibility on the kinds of delivery experiences it provided, and the impact on customer satisfaction. While NZ Post could see courier performance metrics like scanning and on-time delivery, the business couldn’t see the quality of those deliveries.
Learn how this New Zealand retailer:
Medibank took home the Best CX Transformation Award in 2018 after the business saw record brand and service NPS, reduced customer complaints, and improved market share. Now, Medibank is giving you a behind-the-scenes look at how they achieved transformation.
Download the case study to learn how to:
Aussie super company, Commonwealth Superannuation Corporation (CSC) describes what it takes to rebrand and re-launch a legacy VoC program.
Download now to learn how to challenge outdated ways of thinking, re-start with a fresh set of CX principles, and successfully socialise the program across the business.
