Fifth Quadrant Joins Forces with Ambiata to put Customer Experience First
Announcement posted by Fifth Quadrant 09 Oct 2013
Fifth Quadrant, the industry leader in Customer Experience strategy, design and research has teamed with Ambiata, a leading provider of Big Data solutions, to assist organisations develop a strategy to implement holistic, enterprise-wide, data-driven customer experience solutions.
“The commoditisation of services over the last few decades has seen the customer put in pipelines, segmented, targeted, branded and given terms and conditions. It has been near impossible for organisations to treat customers as people and to personalise experiences for them. We also know that if organisations can personalise experiences, customers will spend at least 14% more with them. To remain viable organisations are going to need to reconsider their customer related platforms and analytics and give Customer Experience a seat at the C-level table. Mature Customer Experience organisations have well developed data analytics strategies and have Big Data Analytics on their roadmap,” says Dr Catriona Wallace, Customer Experience Futurist and CEO of Fifth Quadrant.
Fifth Quadrant and Ambiata have teamed to develop a consulting program to assist organisations in developing an omni-channel, data-driven customer experience strategy in order to achieve customer personalisation and deliver to a Segment of One (SoO). This strategy enables organisations to identify how to better leverage data-driven customer experience to deliver on business objectives and corporate strategic goals.
NRMA Motoring & Services (NRMA) is one organisation that has benefited from the consulting program. Fifth Quadrant and Ambiata recently undertook a diagnostic assessment of the organisation’s data assets across its motoring business and complementary Group businesses, mapping its current state landscape and optimal future state from a data asset perspective.
“NRMA Corporate Strategy has a particular focus on the use of data as a strategic valuable asset that can be leveraged to Grow Motoring, Grow Assistance and Grow Relationships and thereby add value to our members and customers. We are just laying the foundation for something really important for the NRMA in the years ahead,” says Romesh Lokuge, General Manager of Business Intelligence at NRMA.
“The majority of organisations see information management as a cost of operating their business, they don’t yet realise that data is in fact an asset that can be strategically leveraged to provide a personalised and consistently delightful experience for each of their customers that directly drives business growth,” says Dr Rami Mukhtar, Data Scientist and CEO of Ambiata.
About Fifth Quadrant
Established in 1998, Fifth Quadrant Pty Ltd is a Customer Experience Strategy, Design, Research and Analyst organisation. Based in North Sydney, Fifth Quadrant works with enterprise and government to provide management consulting; customer experience strategy development and execution; customer experience research, co-creation and design; advanced data analytics and modelling; education and consulting on Big Data and data strategies; diagnostic assessments of operations and technology; and improvement of operations; providing services across Australia, Asia and North America. Fifth Quadrant is the 2013 Telstra NSW Business of the Year. www.fifthquadrant.com.au <http://www.fifthquadrant.com.au>
About Ambiata
Ambiata is on track to be in NICTA’s next wave of spin out companies. NICTA is Australia’s leading ICT research organisation. Ambiata’s customer personalisation service is built on NICTA’s world leading research in Machine Learning and Big Data analytics technologies. www.ambiata.com
“The commoditisation of services over the last few decades has seen the customer put in pipelines, segmented, targeted, branded and given terms and conditions. It has been near impossible for organisations to treat customers as people and to personalise experiences for them. We also know that if organisations can personalise experiences, customers will spend at least 14% more with them. To remain viable organisations are going to need to reconsider their customer related platforms and analytics and give Customer Experience a seat at the C-level table. Mature Customer Experience organisations have well developed data analytics strategies and have Big Data Analytics on their roadmap,” says Dr Catriona Wallace, Customer Experience Futurist and CEO of Fifth Quadrant.
Fifth Quadrant and Ambiata have teamed to develop a consulting program to assist organisations in developing an omni-channel, data-driven customer experience strategy in order to achieve customer personalisation and deliver to a Segment of One (SoO). This strategy enables organisations to identify how to better leverage data-driven customer experience to deliver on business objectives and corporate strategic goals.
NRMA Motoring & Services (NRMA) is one organisation that has benefited from the consulting program. Fifth Quadrant and Ambiata recently undertook a diagnostic assessment of the organisation’s data assets across its motoring business and complementary Group businesses, mapping its current state landscape and optimal future state from a data asset perspective.
“NRMA Corporate Strategy has a particular focus on the use of data as a strategic valuable asset that can be leveraged to Grow Motoring, Grow Assistance and Grow Relationships and thereby add value to our members and customers. We are just laying the foundation for something really important for the NRMA in the years ahead,” says Romesh Lokuge, General Manager of Business Intelligence at NRMA.
“The majority of organisations see information management as a cost of operating their business, they don’t yet realise that data is in fact an asset that can be strategically leveraged to provide a personalised and consistently delightful experience for each of their customers that directly drives business growth,” says Dr Rami Mukhtar, Data Scientist and CEO of Ambiata.
About Fifth Quadrant
Established in 1998, Fifth Quadrant Pty Ltd is a Customer Experience Strategy, Design, Research and Analyst organisation. Based in North Sydney, Fifth Quadrant works with enterprise and government to provide management consulting; customer experience strategy development and execution; customer experience research, co-creation and design; advanced data analytics and modelling; education and consulting on Big Data and data strategies; diagnostic assessments of operations and technology; and improvement of operations; providing services across Australia, Asia and North America. Fifth Quadrant is the 2013 Telstra NSW Business of the Year. www.fifthquadrant.com.au <http://www.fifthquadrant.com.au>
About Ambiata
Ambiata is on track to be in NICTA’s next wave of spin out companies. NICTA is Australia’s leading ICT research organisation. Ambiata’s customer personalisation service is built on NICTA’s world leading research in Machine Learning and Big Data analytics technologies. www.ambiata.com