AI in the Contact Centre

We completed a comprehensive scan of all the top global providers, and it was very clear that Pearl-Plaza not only had the best Platform capabilities, but also the best support and guidance to help Specsavers.

Gareth Dixon, Director of Central Operations at Specsavers

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!

Shortlisted for the 2023 Best CX Transformation at the CX Awards

Winner of the 2019 Best CX Transformation Award

The surveys so far have given us incredible results and fast tracked the relevant insights that were meaningful for us. At the same time, Pearl-Plaza has focused on building the right case management program for us and really supported us along the way. And we’re constantly tweaking our program now to ensure we’re recovering customers, engaging people and turning them from a passive into a promoter.

Shortlisted for the 2023 Best CX Transformation award.

Providing great value to our customers is at the heart of everything we do. We’re always striving to enhance our user experience every day, and make decisions that are in the customer’s best interest. By partnering with Pearl-Plaza, we’ll be able to better understand and utilise direct customer insights to tailor our customer experience, and any subsequent communications, to enhance customer satisfaction, engagement and retention.

Nell Bond, General Manager of Product, Customer Experience and Innovation

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

“Pearl-Plaza got involved in our business and culture journey, designed an experience improvement plan, and really helped us understand what the franchisees needed to do better with their businesses."

Steve Grossreider, CEO of JAX Tyres & Auto

Using customer insights, Honda Australia spearheaded a massive change in legacy dealership models, turning toward a brand-new customer-centric method for selling its cars.

In 2020, ASICS turned its focus on customer experience. By 2022, the program had rolled out to 27 countries. ASICS uses its experience program to get quantitative benchmarks for quality store experience, to learn why customers visit the stores, and to find ways to improve the store experience. With direct contact to frontline teams, response volume would see a 40% month on month lift with a corresponding increase of +19% of direct CX sales.

Tabia Chui, Manager, Retail Promotions Department, ASICS

Any customer-facing brand will live and die with reviews. We needed a solution that could help us maintain social proof for our brands—the ones that are brand new, and the ones that have been open and thriving for 25+ years.

Justin Wei, Head of UX & Customer Marketing, Solotel Group

"The only advice I have for other professionals is that I wish we invested in ReviewTrackers sooner!"

Janice Verdan, Marketing, Betty’s Burgers

McDonald’s Australia rebuilt its feedback loop from the ground up, slashing resolution times by 96%.