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A	Colourful	
Transformation	
	
How	a	dynamic	and	interactive	approach	to	
sharing	customer	insights	is	helping	Orange	
Rus...
Orange embraces
the digital age to
keep customers at
the heart of its
most important
decisions
What makes a service
worthy of your
custom?
11/07/2017	 Orange	&	Infotoolds	at	ESOMAR	Congress	 4	
Present in
29
countries
Global
customer
base of
263
million
202
mil...
We needed to do
things differently,
globally.
11/07/2017	 Orange	&	Infotoolds	at	ESOMAR	Congress	 6	
The right information
The right people
At the right time
Everything starts with
unique thought.
No reliance on
different
solutions that
swallow time.
What does
success look
like?
A hierarchy of needs.
Tell us what you want.
We’ll find a solution.
Good data is
table stakes.
Rapid sharing.
Get it to the changemakers.
Wherever
you are.
The real voice of
the customer
provides context.
zooming in on words or sentiment.
Word Clouds
New acquisition,
new challenges.
Consider research an
investment.
Focus on your business
needs, not the products
already on offer.1
2
Don’t rush it. This is the
public face of the work
tha...
Q	&	A
Horst	Feldhaeuser	
Infotools	
Festival of #NewMR
2019	
Sue	York	
NewMR
NewMR 2019 Sponsors
Communication	
Gold	
Silver	
Festival of #NewMR
2019
A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the...
A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the...
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A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 1 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 2 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 3 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 4 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 5 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 6 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 7 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 8 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 9 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 10 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 11 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 12 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 13 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 14 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 15 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 16 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 17 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 18 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 19 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 20 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 21 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 22 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 23 A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions Slide 24
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No longer looking in the rear-view mirror and presenting data a few months down the track using static presentations and spreadsheets, the Orange Market Research team has implemented a dynamic, interactive analysis platform that pulls in data and dynamically displays up-to-date, customised, user-friendly insights.
Follow us on Orange’s journey to significantly increase understanding of the value that the Market Research team delivers to the Orange business. This forward-thinking, customer-first approach is giving Orange a competitive edge and helping them achieve their goal of delivering consistently high-value, high- quality and highly personalised experiences for all customers in each interaction.

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A Colourful Transformation: How a dynamic and interactive approach to sharing customer insights is helping Orange keep the customer at the heart of its most important decisions

  1. 1. A Colourful Transformation How a dynamic and interactive approach to sharing customer insights is helping Orange Russell King Orange Iris Weiss Infotools Festival of #NewMR 2019
  2. 2. Orange embraces the digital age to keep customers at the heart of its most important decisions
  3. 3. What makes a service worthy of your custom?
  4. 4. 11/07/2017 Orange & Infotoolds at ESOMAR Congress 4 Present in 29 countries Global customer base of 263 million 202 million mobile customers 18 million fixed broadband customers
  5. 5. We needed to do things differently, globally.
  6. 6. 11/07/2017 Orange & Infotoolds at ESOMAR Congress 6 The right information The right people At the right time
  7. 7. Everything starts with unique thought.
  8. 8. No reliance on different solutions that swallow time.
  9. 9. What does success look like?
  10. 10. A hierarchy of needs.
  11. 11. Tell us what you want. We’ll find a solution.
  12. 12. Good data is table stakes.
  13. 13. Rapid sharing.
  14. 14. Get it to the changemakers.
  15. 15. Wherever you are.
  16. 16. The real voice of the customer provides context.
  17. 17. zooming in on words or sentiment. Word Clouds
  18. 18. New acquisition, new challenges.
  19. 19. Consider research an investment.
  20. 20. Focus on your business needs, not the products already on offer.1 2 Don’t rush it. This is the public face of the work that we do, and it counts. Involve both stakeholders and users. Remember you might be too close for perspective.3
  21. 21. Q & A Horst Feldhaeuser Infotools Festival of #NewMR 2019 Sue York NewMR
  22. 22. NewMR 2019 Sponsors Communication Gold Silver Festival of #NewMR 2019

No longer looking in the rear-view mirror and presenting data a few months down the track using static presentations and spreadsheets, the Orange Market Research team has implemented a dynamic, interactive analysis platform that pulls in data and dynamically displays up-to-date, customised, user-friendly insights. Follow us on Orange’s journey to significantly increase understanding of the value that the Market Research team delivers to the Orange business. This forward-thinking, customer-first approach is giving Orange a competitive edge and helping them achieve their goal of delivering consistently high-value, high- quality and highly personalised experiences for all customers in each interaction.

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