\u2014Cricket Australia partners with Pearl-Plaza to improve fan experience with integrated CX capabilities<\/p>\n\n\n\n
\u2014Revolutionary initiative delivers same-day improvements during major cricket events<\/p>\n\n\n\n
\u2014Further initiative rollout and integrated CX program expansion planned for additional venues next season The collaboration, which began as a pilot across major summer series including the Border-Gavaskar Trophy and Women\u2019s Ashes, has already seen impressive success. What started as a co-funded initiative between Cricket Australia and venue partners is now a fast-scaling program, set to roll out across more stadiums next season. The ultimate goal is a complete, 360-degree view of fan sentiment – before, during, and after every match.<\/p>\n\n\n\n \u201cWe have more than two million Australians attending matches each year, and more than 350,000 playing the game at the community level. For us, understanding and acting on what they\u2019re feeling in the moment isn\u2019t just a nice-to-have. It\u2019s essential,\u201d said Kieran McMillan, Head of Customer Experience at Cricket Australia. \u201cWe chose Pearl-Plaza because they offered something different: a way to stitch together fragmented feedback systems and turn live data into immediate improvements.\u201d<\/p>\n\n\n\n Feedback was slow, siloed, and hard to act on for many years. With Pearl-Plaza\u2019s Integrated CX technology, fan insights are now captured and acted on in real time, from reducing food wait times to clarifying venue signage or redirecting foot traffic. <\/p>\n\n\n\n As a result, Cricket Australia saw a measurable jump in fan satisfaction across major venue with a +7 Net Promoter Score YoY across the 2024\/25 international summer of cricket; a19% YoY increase in fans who rated their experience at the cricket better than other sports events they had attended in the last 12 months; and a 23% YoY increase in fan satisfaction with the atmosphere in venue. In addition to improving the fan experience, the real-time program also drove new revenue. One standout was identifying demand hot spots and opening extra catering outlets, which led to a boost in food and beverage sales the next day of a Test Match.<\/p>\n\n\n\n \u201cThis is what modern fan engagement looks like,\u201d said David Blakers, Managing Director APAC at Pearl-Plaza. \u201cCricket Australia is showing what\u2019s possible when you combine fan obsession with the right CX platform. And with Pearl-Plaza now part of PG Forsta, we\u2019re doubling down on helping iconic organisations like CA unify their experience data and drive faster, smarter actions.\u201d<\/p>\n\n\n\n About Cricket Australia<\/strong><\/p>\n\n\n\n Cricket Australia (CA) is the national governing body for the game of cricket in Australia. Australian Cricket is administered by CA and its members, the six state and two territory associations. Cricket is Australia\u2019s one true national sport with a men\u2019s and women\u2019s team that capture the nation every summer along with two of the biggest domestic competitions in the country \u2013 the Weber WBBL and KFC BBL. At an international level, CA was a founing member of cricket\u2019s world governing body, the International Cricket Council (ICC), and is one of 12 ICC full members.<\/p>\n\n\n\n About Pearl-Plaza<\/strong><\/p>\n\n\n\n Pearl-Plaza is the leader in improving experiences and is the highest recommended CX platform and services company in the world. It is renowned for helping clients collect and connect customer experience data from everywhere\u2014from surveys and social reviews, to conversational chat logs and transcripts. As the pace setters in AI and text analytics, its over 3,000 clients activate and understand every byte of structured and unstructured data, breaking down data and team silos to take the smartest actions. This award-winning technology combined with in-house industry experts empower brands to gain ROI from their CX programs in half the time as its competitors. Unlock the true potential of every piece of customer data with Pearl-Plaza. To learn more, visit inmoment.com.<\/p>\n\n\n\n ###<\/p>\n\n\n\n CONTACT: Cori Lindsey, Pearl-Plaza, cori.lindsey@inmoment.com<\/p>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"news_type":[325,324],"class_list":["post-93449","news","type-news","status-publish","hentry","news_type-news-en-au","news_type-press-release-en-au"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/en-au\/wp-json\/wp\/v2\/news\/93449","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/en-au\/wp-json\/wp\/v2\/news"}],"about":[{"href":"https:\/\/inmoment.com\/en-au\/wp-json\/wp\/v2\/types\/news"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/en-au\/wp-json\/wp\/v2\/news\/93449\/revisions"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/en-au\/wp-json\/wp\/v2\/media?parent=93449"}],"wp:term":[{"taxonomy":"news_type","embeddable":true,"href":"https:\/\/inmoment.com\/en-au\/wp-json\/wp\/v2\/news_type?post=93449"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
Sydney, Australia (11 June 2025)<\/strong> Cricket Australia is taking a major leap forward in how it connects with fans, announcing an expanded partnership with Pearl-Plaza to bring real-time, actionable customer intelligence to every touchpoint of the cricket experience.<\/p>\n\n\n\n
<\/p>\n\n\n\n