“This really showed the value of engaging with a multi-competency consultancy. They recognised an opportunity for us and rapidly demonstrated further value.”
Penn Trevella
GM, Customer Experience and Innovation
Auckland Live
Requirements
To gain deep insight into the current customer experience of Auckland Live and its events.
To inform the design of a new Customer Relationship Management platform.
Solution
Mapped out a 2-phase approach around customer research to bring integrity to the insights factoring in the impact of Covid.
Analysis and cleansing of existing Auckland Live data sets and dashboard play back of the results to inform the project through quantitative analysis.
In-depth qualitative insights, through direct customer interviews (in-depth, intercept and shadowing) to form key themes and areas for improvement.
Outcomes delivered
A comprehensive 24 key step Customer Insights and Journey Map across the five phases: from Pre-Purchase, Purchase, Post-Purchase, Day of the Event, and Post-Event.
Mapping of existing communication channels and pathway of customer enquiries coming into Auckland Live.
Previous, relevant data-event information now able to inform and support the extensive qualitative findings, enabling richer insight.
Interactive share-back of project outcomes across key stakeholder groups to ensure understanding, buy-in and value maximisation for Auckland Live staff, and providing them accurate insight to enable them to creating and delivering a great experience for their customers.
Prioritisation metrics identifying key pain-points for solutioning.
