Platform One

Royston's background spans management consulting and client-side insights, with his most recent role being General Manager Customer Strategy and Insights at Virgin Australia. At Virgin Australia Royston was involved in merging research with data analytics to create a single customer view and using that to understand customer purchasing behaviour.

In this latest podcast, Royston explain why we need to create links between insights and strategy and between insights and the data analytics processes.

Inspired by the ABC show The Gruen Transfer to enrol in Insights, Jannie Mai now works to distil Stockland data like a fine gin. But "Pinpointing the So What is easier said than done" she says, and we all know what it's like to suffer from another pandemic of sorts – Infobesity.

Having spent 6 years at Stockland, a leading property development business focussing on the areas of retail, residential and retirement living, Jannie uses their HX Community to connect with customers in a transparent, two-way dialogue. The COVID pandemic has meant that her team has had to adapt and change their research to truly "Corona-Proof" it, but it's also been their moment to shine, with the business focussing now more than ever on understanding what people are thinking and feeling.

Insurance is personal. Whether it's supporting bushfire victims or those unemployed in the wake of COVID-19, Paul Brock tells us that "Insight is going to play a big role in making sure we deliver on customer expectations", now more than ever.

Zurich's Australian Life & Investments HX Community was set-up in June this year and it is Paul's wish to drive real innovation from the insight they are collecting. Regulatory changes have certainly posed challenges to the sustainability of financial products, but they have also presented a "golden opportunity" for Zurich to co-create with customers. It is Paul's hope that their community will help Zurich design products that truly are tailor-made.

In this Podcast, Ray Poynter (Chief Research Officer at Potentiate) interviews Paul Brock (Customer Experience and Retention Manager at Zurich Life & Investments Australia) about the future of insights, as part of the Powering Human Experience series of interviews being conducted and hosted by Potentiate

Five years ago, people would have thought of SCA as a radio and TV media company in Australia. Today, SCA is an audio company, which includes 100 radio stations across Australia, the podcastone portal, several audio properties and a TV network.

John heads a research team of about 15 people, who do end-to-end research for SCA and external clients. At the heart of the research process are SCA's research communities, which they have been running for about 15 years, recruited via the success of the radio stations. John describes the research communities as the heart and soul of the research they do, with about 300,000 people available to be researched, and about 500 surveys (and qual research) being conducted every year.

In this podcast, Ray Poynter (Chief Research Officer, Potentiate) interviews John Musgrove (Head of Research & Insights, Southern Cross Austereo) about the future of insights, as part of our Powering Human Experience series of interviews, being hosted by Potentiate.

The City of Newcastle is in New South Wales, Australia, about a 2.5 hour drive north of Sydney, and is the 7th largest city in Australia. Jamie sits in a team called Community Engagement, part of the broader Media and Stakeholder Relations team. The two key aspects of Jamie's role are helping colleagues by finding insights, and consulting with the community. The role of Jamie's team is to stay close to people, ensuring they are represented and consulted.

2020 so far has required adaptation and change. Before the pandemic came on the scene, Newcastle had a big engagement plan for the year. When COVID-19 hit, the team had a short pause to think about what was needed and what was possible or appropriate. Very little research was put on hold, but some of the methods changed; for example, there has been more emphasis on digital rather than face-to-face. However, it is fair to say that insights have gained a renewed focus.

In this podcast, Ray Poynter (Chief Research Officer at Potentiate) interviews Jamie Ferguson (Community Engagement Specialist at the City of Newcastle) about the future of insights, as part of our Powering Human Experience series of interviews being hosted by Potentiate.

The Australian auto market is very competitive, with nearly 60 brands competing for about one million vehicle sales in a typical year. Renault Australia can leverage the scale of being part of a global auto giant, whilst at the same time being a growing, challenger brand in Australia.

Insights are a massive part of Renault's business, from the product planning phase through to the user experience. The Australian auto industry is perhaps one of the most heavily surveyed in the world, including at manufacturer level and through syndicated research. Renault is "hunting for insights at every touchpoint" and "almost having too much insight"; the need is to get "the right quality of information for the right point of the customer journey". One of the big challenges is being able to digest all the insights.

In this Podcast, Ray Poynter (Chief Research Officer at Potentiate) interviews Matt Wright (Aftersales & Quality Director at Renault Australia) about the future of insights, as part of a series of interviews being conducted and hosted by Potentiate.