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
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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
- 2. Orange embraces the digital age to keep customers at the heart of its most important decisions
- 3. What makes a service worthy of your custom?
- 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. We needed to do things differently, globally.
- 6. 11/07/2017 Orange & Infotoolds at ESOMAR Congress 6 The right information The right people At the right time
- 7. Everything starts with unique thought.
- 8. No reliance on different solutions that swallow time.
- 11. A hierarchy of needs.
- 12. Tell us what you want. We’ll find a solution.
- 13. Good data is table stakes.
- 15. Rapid sharing.
- 16. Get it to the changemakers.
- 18. The real voice of the customer provides context.
- 19. zooming in on words or sentiment. Word Clouds
- 22. 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
- 24. NewMR 2019 Sponsors Communication Gold Silver Festival of #NewMR 2019