In this month's podcast, Helen is joined by Jeremy Todd, Head of Research & Insight at Air New Zealand, Trish Roberts, Experience Management Director, and Tom Magill, Associate Director of Ipsos New Zealand.
This episode celebrates the success of the Air New Zealand CX programme, delivered by Ipsos with Medallia. At the 2024 Research Association Awards NZ, our exceptional Ipsos team won the 'Most Effective Agency' award among 10 nominations, winning in 7 awards. Alongside Air New Zealand, we jointly received the Gold Award. Tune in to learn about the award and discover the insights from our experience of how the teams collaborated to deliver an impactful CX programme.
Air New Zealand, one of the nation's most loved brands, identified Customer Experience as the Number 1 driver of Corporate Reputation. The challenges brought on by COVID-19 grounded airlines, and when the world began to reopen, customer expectations rebounded to pre-COVID levels, while the airline was still rebuilding. Performance scores were not meeting the anticipated standards.
The Ipsos team was commissioned to "look under the hood" of the programme at the wealth of data collected, to pinpoint exactly where the business needs to invest to meet and exceed expectations, ensuring the maintenance of their loyal customer base. Our Global data science and analytics team modelled the data to identify the key drivers of the experience and developed a simulator to demonstrate the Return on CX Investment (ROCXI) if changes were implemented. This shifted the research from a retrospective view to a forward-focused, fact-based programme that identified where Experience Design investments were required.
Tune in to discover how the team designed an award-winning programme which tuned into stakeholders' needs to reorient the business around the customer once again.
#ipsos #airnewzealand #cx #medallia #researchassociationNZ