Wondering Why Data Silos Are So Problematic?

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.

Scott Wilson National Customer Experience and Insights Manager & Jake Barker, HR Business Partner, Downer New Zealand

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

“InMoment helped us navigate our fatigue rules using the CX Workflow tool. The creative solution allowed us to preserve our existing process while maximising feedback from customers. As a result of CX Workflow, we were able to quickly and efficiently solve a technical problem.”

Nicola Legge, Bank of New Zealand’s Market Research Director

“We're really thankful for the agile way in which our account manager at InMoment has supported us as we’ve swiftly changed our focus. Alerts go out to our senior leadership and are regularly shared wider, and Salesforce case creation has meant that we get full transparency and the specialist can review the feedback and thank the respondent personally.”