S1:E2 | Jamie Ferguson from City of Newcastle, Australia: Staying close to the community, ensuring they are represented and consulted
Release Date: 09/22/2020
S2: E7 | Alicia Lykos - Founder and CEO of Red Wolf Group : What employers (and employees) can do about the "The Great Resignation"
Platform One
Alicia Lykos is the founder and CEO of Red Wolf Group, a maverick in the industry, challenging the traditional approach to HR and people strategy. With her natural ability to combine science and data with a deep understanding of human behaviours, she’s passionate about empowering workplaces to inspire, ignite and nurture leaders at all levels and create high performing teams using science. Alicia is a trusted adviser to many CEOs around the country. Prior to starting her own business, she was the HR Director for multiple software companies and remains deeply connected to the IT and...
info_outline
S2: E6 | Ben Sullivan - Managing Director of AdClarity & Head of Automotive Services at Potentiate : Understanding how online advertising works
Platform One
Ben Sullivan, is Managing Director of AdClarity & Head of Automotive Services at Potentiate. After managing Automotive Customer Insights & Customer Experience programs for over 10 years with Potentiate, Ben has taken on an additional role, heading a new company in the Potentiate portfolio, AdClarity. In keeping with Potentiate’s data intelligence experience, AdClarity surfaces and provides insights into the vast and complex world of Digital Advertising. AdClarity provides a leading edge Digital Advertising Competitive Intelligence platform to understand what, when, how, how often and...
info_outline
S2: E6 | Adam Peden - Director, Customer Development AU/NZ, Ingram : How to build trust in a B2B relationship
Platform One
Adam is responsible for driving consistent growth across Australia and New Zealand for Ingram Micro Commerce and Lifecycle Services division of Ingram Micro. Adam is an experienced senior manager holding leadership and management roles in sales and operations representing some of New Zealand’s largest retail and telecommunications brands. Adam has a proven track record in change leadership, process improvement and setting strategic direction to achieve positive outcomes for both customers, staff and shareholders.
info_outline
S2: E5 | Patrick Moore - Senior Life Insurance Executive : How to develop stonger, long-lasting relationships with with your B2B customers
Platform One
Patrick Moore is a senior life insurance executive, who specialises in leading, improving and deepening business to business relationships within the life insurance industry. Patrick spent 14 years at St Andrew’s Life Insurance and was an integral part of their executive management team and has recently joined AIA Life Insurance in a senior management role.
info_outline
S2: E4 | Emma Clark - Insights Community Specialist, Potentiate : How to engage your insights community members
Platform One
This podcast covers how community engagement activities can save you time and money in the long run. How to gain loyal insight community members. What content we should share to maintain engagement and how frequently we should share back.
info_outline
S2: E3 | Melissa Riley - CX Expert : How to take your customer experience to the next level
Platform One
info_outline
S2: E2 | Reg Price - Co-founder, MirrorWave : How to strenghthen and create deeper, longer-lasting relationships with your customers
Platform One
How to strenghthen and create deeper, longer-lasting relationships with your customers
info_outline
S2: E1 | Angus McDonald - CEO, Barbeques Galore : How Barbeques Galore is creating exceptional experiences for Aussies – celebrating their greatest past time – the backyard barbeque!
Platform One
How Barbeques Galore is creating exceptional experiences for Aussies – celebrating their greatest past time – the backyard barbeque!
info_outline
S1: E8 | Mr Eric Lennartz from ERGO: How ERGO uses customer feedback at every stage of product and service development
Platform One
ERGO is one of the leading insurance companies in Europe and in core markets in Asia, with more than 20 billion Euros turnover. ERGO has more than 40,000 employees worldwide. ERGO's insurance solutions, guide customers from the beginning to the end. At ERGO, customers are at the centre of all their actions and customer insights are the key to that providing the necessary guidance on any topic required. Together with Potentiate, ERGO have created a community of 6,000 customers. This podcast shares how ERGO uses their community to guide their product and service development and includes...
info_outline
S1:E7 | Sarah Dixey from IAG: How IAG engages with their customers - particularly those experiencing hardship
Platform One
IAG is the largest general insurance company in Australia and New Zealand, with a 21% market share in Australia. IAG’s largest brand is NRMA Insurance, with a heritage that dates back to 1920. One piece of evidence of the strength of IAG’s relationship with its customers is its average length of tenure. For IAG the average is about 14.7 years, compared with just 7.2 years for the industry as a whole. At IAG, insights are there to help inform the business, so that it can better meet customer needs. One of the key features of insights at IAG is analysing data from multiple sources, such as...
info_outlineThe 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.