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Software and services that make it easier than ever to get a handle on human experience. With one place to collect, one place to understand, one place to design and one place to action improvements, you have everything you need without being overwhelmed.
16 Episodes
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Alicia Lykos is the founder and CEO of Red Wolf Group, a maverick in the industry, challenging the traditional approach to HR and people strategy. With her natural ability to combine science and data with a deep understanding of human behaviours, she's passionate about empowering workplaces to inspire, ignite and nurture leaders at all levels and create high performing teams using science. Alicia is a trusted adviser to many CEOs around the country. Prior to starting her own business, she was the HR Director for multiple software companies and remains deeply connected to the IT and professional services industry. In 2019, The Predictive Index recognised Alicia as one of the fastest growing Talent Optimisation practitioners in the world.
Ben Sullivan, is Managing Director of AdClarity & Head of Automotive Services at Potentiate. After managing Automotive Customer Insights & Customer Experience programs for over 10 years with Potentiate, Ben has taken on an additional role, heading a new company in the Potentiate portfolio, AdClarity. In keeping with Potentiate's data intelligence experience, AdClarity surfaces and provides insights into the vast and complex world of Digital Advertising. AdClarity provides a leading edge Digital Advertising Competitive Intelligence platform to understand what, when, how, how often and where your competitors are advertising online. For Advertisers, Media Agencies, Researchers, and Publishers, AdClarity provides unique insight into the impact of marketing – the 'causes' of changes in brand perceptions, website traffic, enquiry and sales.
Adam is responsible for driving consistent growth across Australia and New Zealand for Ingram Micro Commerce and Lifecycle Services division of Ingram Micro. Adam is an experienced senior manager holding leadership and management roles in sales and operations representing some of New Zealand's largest retail and telecommunications brands. Adam has a proven track record in change leadership, process improvement and setting strategic direction to achieve positive outcomes for both customers, staff and shareholders.
Patrick Moore is a senior life insurance executive, who specialises in leading, improving and deepening business to business relationships within the life insurance industry. Patrick spent 14 years at St Andrew's Life Insurance and was an integral part of their executive management team and has recently joined AIA Life Insurance in a senior management role. Patrick is passionate about ensuring he and his teams deliver outstanding customer experiences to business partners and believes the key to delivering this experience is to continually and consistently listen, respond and deliver tangible actions and improvements that lead to business relationships being transformed from transactional into a true 'business partnership' where he and his team are considered trusted advisors.
This podcast covers how community engagement activities can save you time and money in the long run. How to gain loyal insight community members. What content we should share to maintain engagement and how frequently we should share back. Emma Clark has been managing insights communities for an impressive portfolio of clients for almost a decade. Her expertise, creativity and enthisiasm has lead to the creation and ongoing management of some of the most successful insights communities in Australia.
Reg Price is the co-founder and director of MirrorWave. MirrorWave strengthens business relationships by following individuals over time, using the longitudinal research method. MirrorWave feedback software drives profitable outcomes for businesses who are serious about deep, enduring customer relationships - with individual customers, strategic accounts or two-way partnerships. MirrorWave makes it easy to get into a rhythm of listening and responding to feedback. Using a world-first longitudinal approach to follow individuals over time, creating relationship stories to show what's changed and why, what you need to do and if those actions worked. The focus on listening and responding at an individual level, over time, generates insights, identifies opportunities and unlocks the potential in key business relationships.
Barbeques Galore is Australia's largest specialty retailer of barbeques and accessories, outdoor furniture, and heating products. With 87 stores across the country, Barbeques Galore provides a broad assortment of product for everything that their customers need, to make the most of their outdoor living area. The business was founded in 1977 and, with over 40 years of history, Barbeques Galore has a really strong connection in the Australian market around what is a pretty special occasion, for many Australian households - the great Aussie backyard barbeque! Angus is the Chief Executive Officer at Barbeques Galore. Since joining Barbeques Galore in 2019, Angus has led the development of new store formats, acceleration of new product development, and investment in brand and omnichannel capability. During this time, Barbeques Galore has been recognised as one of Inside Retail's 20 coolest retailers in 2020, and has also been a finalist in the NRA National Retail Awards, and the 2021 Australian Retail Innovators Awards. Prior to joining Barbeques Galore, Angus was a senior executive at ASX-listed Super Retail Group, and was included on Internet Retailing's 2018 list of the top 50 people in ecommerce. Angus is also a member of the Advisory Board for the National Online Retailer Association, holds a Master of Business Administration, and is a Graduate of the Australian Institute of Company Directors.
ERGO is one of the leading insurance companies in Europe and in core markets in Asia, with more than 20 billion Euros turnover. ERGO has more than 40,000 employees worldwide. ERGO's insurance solutions, guide customers from the beginning to the end. At ERGO, customers are at the centre of all their actions and customer insights are the key to that providing the necessary guidance on any topic required. Together with Potentiate, ERGO have created a community of 6,000 customers. This podcast shares how ERGO uses their community to guide their product and service development and includes some fantastic examples.
IAG is the largest general insurance company in Australia and New Zealand, with a 21% market share in Australia. IAG's largest brand is NRMA Insurance, with a heritage that dates back to 1920. One piece of evidence of the strength of IAG's relationship with its customers is its average length of tenure. For IAG the average is about 14.7 years, compared with just 7.2 years for the industry as a whole. At IAG, insights are there to help inform the business, so that it can better meet customer needs. One of the key features of insights at IAG is analysing data from multiple sources, such as customer data, market data, voice of the customer, brand and advertising tracking, concept and product testing, and design testing. Central to this process is the Imagine Better community that Sarah looks after. Sarah and the community deliver value to IAG by working with a range of stakeholders, including marketing, distribution, corporate affairs and the design team. The community was re-launched in March 2020, moving from a full-service model to an assisted service model, just as COVID was breaking. Whilst there were challenges, Sarah says "We realised that the community was the perfect platform for really understanding customer sentiment at this very challenging time." IAG is currently conducting a major project on financial hardship, to help target assistance to people who really need it. This is a challenging project because most people don't actually reach out for help.
Royston's background spans management consulting and client-side insights, with his most recent role being General Manager Customer Strategy and Insights at Virgin Australia. At Virgin Australia Royston was involved in merging research with data analytics to create a single customer view and using that to understand customer purchasing behaviour. In this latest podcast, Royston explain why we need to create links between insights and strategy and between insights and the data analytics processes.
Inspired by the ABC show The Gruen Transfer to enrol in Insights, Jannie Mai now works to distil Stockland data like a fine gin. But "Pinpointing the So What is easier said than done" she says, and we all know what it's like to suffer from another pandemic of sorts – Infobesity. Having spent 6 years at Stockland, a leading property development business focussing on the areas of retail, residential and retirement living, Jannie uses their HX Community to connect with customers in a transparent, two-way dialogue. The COVID pandemic has meant that her team has had to adapt and change their research to truly "Corona-Proof" it, but it's also been their moment to shine, with the business focussing now more than ever on understanding what people are thinking and feeling.
Insurance is personal. Whether it's supporting bushfire victims or those unemployed in the wake of COVID-19, Paul Brock tells us that "Insight is going to play a big role in making sure we deliver on customer expectations", now more than ever. Zurich's Australian Life & Investments HX Community was set-up in June this year and it is Paul's wish to drive real innovation from the insight they are collecting. Regulatory changes have certainly posed challenges to the sustainability of financial products, but they have also presented a "golden opportunity" for Zurich to co-create with customers. It is Paul's hope that their community will help Zurich design products that truly are tailor-made. In this Podcast, Ray Poynter (Chief Research Officer at Potentiate) interviews Paul Brock (Customer Experience and Retention Manager at Zurich Life & Investments Australia) about the future of insights, as part of the Powering Human Experience series of interviews being conducted and hosted by Potentiate
Five years ago, people would have thought of SCA as a radio and TV media company in Australia. Today, SCA is an audio company, which includes 100 radio stations across Australia, the podcastone portal, several audio properties and a TV network. John heads a research team of about 15 people, who do end-to-end research for SCA and external clients. At the heart of the research process are SCA's research communities, which they have been running for about 15 years, recruited via the success of the radio stations. John describes the research communities as the heart and soul of the research they do, with about 300,000 people available to be researched, and about 500 surveys (and qual research) being conducted every year. In this podcast, Ray Poynter (Chief Research Officer, Potentiate) interviews John Musgrove (Head of Research & Insights, Southern Cross Austereo) about the future of insights, as part of our Powering Human Experience series of interviews, being hosted by Potentiate.
The City of Newcastle is in New South Wales, Australia, about a 2.5 hour drive north of Sydney, and is the 7th largest city in Australia. Jamie sits in a team called Community Engagement, part of the broader Media and Stakeholder Relations team. The two key aspects of Jamie's role are helping colleagues by finding insights, and consulting with the community. The role of Jamie's team is to stay close to people, ensuring they are represented and consulted. 2020 so far has required adaptation and change. Before the pandemic came on the scene, Newcastle had a big engagement plan for the year. When COVID-19 hit, the team had a short pause to think about what was needed and what was possible or appropriate. Very little research was put on hold, but some of the methods changed; for example, there has been more emphasis on digital rather than face-to-face. However, it is fair to say that insights have gained a renewed focus. In this podcast, Ray Poynter (Chief Research Officer at Potentiate) interviews Jamie Ferguson (Community Engagement Specialist at the City of Newcastle) about the future of insights, as part of our Powering Human Experience series of interviews being hosted by Potentiate.
The Australian auto market is very competitive, with nearly 60 brands competing for about one million vehicle sales in a typical year. Renault Australia can leverage the scale of being part of a global auto giant, whilst at the same time being a growing, challenger brand in Australia. Insights are a massive part of Renault's business, from the product planning phase through to the user experience. The Australian auto industry is perhaps one of the most heavily surveyed in the world, including at manufacturer level and through syndicated research. Renault is "hunting for insights at every touchpoint" and "almost having too much insight"; the need is to get "the right quality of information for the right point of the customer journey". One of the big challenges is being able to digest all the insights. In this Podcast, Ray Poynter (Chief Research Officer at Potentiate) interviews Matt Wright (Aftersales & Quality Director at Renault Australia) about the future of insights, as part of a series of interviews being conducted and hosted by Potentiate.
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