Stellar Trends & Insights Report: September 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: save time on your grocery shop, chat with a robo-banker, and the growing aged care sector.

The Stellar Trends & Insights Report keeps us at the cutting edge of trends in our industry and in customer experience. It kicks off internal conversations at Stellar about how our clients might be impacted, and how we can make improvements to our business to navigate change.

Look out for the Stellar Trends & Insights Report every month on our blog.

Skip The Trolley

Click-and-collect scheme picks up across the country

Woolworths is now calling their click-and-collect service “Pick Up”, and has announced it will expand it to its 970 stores across Australia. The service will also be available via drive-thru and specific parking bays in selected locations. Collection charges will be free for orders over $30, and Woolworths expects 4,500 employees to be trained to handle this service. They have created an innovation arm, WooliesX, to oversee the Pick Up initiative and look into ways to better leverage data for improving customer engagement.

Read more here: https://www.smartcompany.com.au/industries/retail/woolworths-pick-up-strategy-reveals-a-secret-about-the-future-of-shopping-in-an-amazon-era/

Banking Bot Benefits

Virtual assistance enters into the business banking market

As part of a broader process improvement program, NAB is embarking on a virtual assistant pilot with its business customers to answer over 200 questions that were previously answered by contact centres. Over 75% of customers involved in the development phase saw virtual banking as a ‘highly desirable’ offering.

Read more here: https://www.cio.com.au/article/626830/nab-launches-virtual-banker-business/

Persona segment: Grandma

Big Aged Care data potential in a growing sector

Information management consultants Elementum and data analytics firm Quantium are conducting an in-depth analysis of the 60-plus age group in Australia. They are holding briefing sessions across Australia to discuss the benefits of such information to the Aged Care sector. Quantium has access to billions of consumer transactions in the retail, banking, online and telecommunications sectors that can generate consumer profiles by location, down to suburb and street level to assist in identifying suitable Aged Care services. People aged 65 and over constitute Australia’s fastest growing age group, and so it’s no surprise this sector is embracing new technology to understand their customer.

Read more here: https://australianageingagenda.com.au/2017/08/25/big-data-analytics-aged-care-client-base/

About The Author

Jonathon Little
Jonathon is Stellar’s Corporate Strategy Manager, tasked with coordinating our strategic planning process. He encourages a culture of strategic insight through communicating our strategic vision across the business, leading research into customer experience and technology trends, and developing our insights across industries and products.

He’s passionate about seeing Stellar get closer to its 2020 vision through progressing our strategic initiatives – and there’s plenty of time for him to think over it while he’s training for his next half marathon.

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