The Leaders of Experience Improvement

Fonterra’s Journey to Organisation-Wide CX Focus

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

“Pearl-Plaza 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 Pearl-Plaza 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.”

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.”

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