E119 - Yvette Mihelic - Sustainable Commercial Benefits through Data Analytics-Powered Customer Experience

What happens when all your strategies are just one-off plans, one-trick ponies that stop when they stop? Something has to replace them, but you’re running out of ideas fast - not to mention money. You need something sustainable, something that keeps your customers coming back for more every time. And you can build it with data analytics-powered customer experience. Meet Yvette Mihelic Yvette’s Role as a Customer Experience Leader at John Holland Yvette Mihelic is the Director of Customer Experience at John Holland. From humble beginnings 70 years ago, John Holland has been driving positive change in Australia. It is now one of the nation’s leading integrated infrastructure, transport and property companies. From the Parliament House to the Alice to Darwin Rail Link, from the MCG’s Great Southern Stand, the new Sydney Football Stadium to the Sydney Metro, they’ve had a hand in building the Australia we all know and love today. Yvette’s Other Work in Customer Experience Yvette is a customer experience senior executive with over 25 years experience leading large and complex businesses across industry and sector. Her expertise has been sought out globally. In addition to this, she has presented thoughtful and insightful pieces for forums and summits across a wide range of topics - all centred around strategy design, development, and implementation. Other than her work with John Holland, Yvette is also the Executive CX Strategist and Consultant at her own company, Yvette Mihelic CX Strategy Consulting. Here, she provides specialised and expert advice to organisations looking to transform their business performance leveraging customer experience. Yvette is also a Board Member of Adelaide Metro Operations, and one of only 29 Australians who carry the international accreditation of Certified Customer Experience Professional, and is part of the CXO Board. Customer Experience, Data Analytics, and Sustainability In this exclusive analytics podcast episode, Yvette shares: Her experience volunteering at Monika's Doggie Rescue Her current role as the Director of Customer Experience at John Holland Her role embedding customer experience into transport clients to enhance operations and maintenance Using data analytics to improve customer experience Network planning for life after the pandemic Continuous improvement in customer experience and across all areas of performance New ways to gather revenue for public transportation Her guiding ethos roles to create a better customer experience through data and analytics Challenges she has faced in creating these sustainable commercial benefits for organisations through data analytics The most common reason for failure when an organisation is looking to develop these data-driven customer experiences Successful use cases of sustainable commercial benefits that she's seen built for organisations through data analytics Advice for businesses that are looking to implement sustainable commercial benefits through data analytics-powered customer experience If you are an analytics professional looking to implement sustainable commercial benefits through data analytics-powered customer experience in your business, this is the episode you do not want to miss.

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E119 - Yvette Mihelic - Sustainable Commercial Benefits through Data Analytics-Powered Customer Experience is an episode from The Analytics Show by Jason Tan.

This episode is 01:32:19 long.

This episode was published on Sep 25, 2022.

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