The Foxtel Group is Australia’s leading television company with more than 4 million subscribers to a range of broadcast and streaming services. 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.
As a result of all initiatives under the Parcel Delivery Experience Transformation team, the business has seen $1.7m in operational cost reduction, NPS increase of 27% and project payback in year 0
About three years ago, the NRMA teamed up with Pearl-Plaza to start looking into its customers’ emotions for the first time. To get started, the CX team included more than 10 hard-coded emotion questions within member surveys asking both open-ended and ratings-based questions. This gave the business a solid foundation of comparison when beginning to use the emotions product in text analytics.
When we first selected Pearl-Plaza, we had a fantastic and smooth experience transitioning from the sales process to our client success team. We were really impressed by the kick-off meeting, the accessibility and the dedication we received from the whole process. We were so impressed, that we are taking that experience and trying to replicate it across our own relationship management at legalsuper!
legalsuper’s Manager of Insights and Service Design
Medibank was awarded the winner of "Best CX Transformation" after record-breaking service and NPS scores, an increase in market share, and a reduction in overall customer complaints!
"Jemena is delighted to be partnering with inMoment to enhance our voice of the customer program. One of Jemena’s core values is to consider customers in everything we do, and the capabilities of the Pearl-Plaza solution will empower us to fully understand what matters to our customers and how to serve them best."
Kate Hawke, Jemena’s Group Marketing Manager
"Pearl-Plaza is not just a software for us, they are our CX partners and extension to our CX team at TTI ANZ."
Success with VoC comes from a corporate culture that encourages each customer channel to feel true ownership of their customer experiences and uses VoC to problem solve in a way that makes a genuine impact to the business’s bottom line.
Shalvina Govind, Voice of Customer Specialist, Synergy
“For our operating, training, and HR teams, addressing the right service concerns in order of priority in the right regions has been critical. And for our product development and marketing teams, we know what we should continue doing well through drivers of experience and dashboards.”
Pearl-Plaza collaborated with Hyundai to develop a core group of service experience metrics. Hyundai discovered that the strongest driver of both good and poor experiences for customers is in-store staff. With this insight, Hyundai established corporate behaviour guidelines and training to ensure every encounter is “friendly, helpful, and efficient.”
