Customer Experience



02 Apr: E10 – Matthew Liebmann – How Data Science Is Shaping the Future of Movie Marketing

Do you want to know how data and analytics are helping all of your favorite movies to reach you in the cinemas? 

Matthew Liebmann is the professional with the answers. With over 25 years of experience in the entertainment and media sector, he knows the ins and outs of the industry. He is currently the COO and the Global President of Movio, the global leader in marketing data analytics for the film industry.

Movio utilises data science and campaign management software to help cinema exhibitors, studios, and distributors market their services and create customer loyalty. It uses anonymised data of 39+ million active moviegoers from the world’s leading cinema chains for targeted campaign solutions through behavioral analytics. 

Matthew has been working to ensure the continued success of Movio Cinema, the flagship product of the company, and leading into growing markets in the US and Canada, China, Japan, India, UK, France, Mexico, and Brazil. He is also a part of the organisation’s Strategic Council whereby he is involved with the setting and executing strategies for the company. 

Matthew is a former board member of Screen Australia, the key Federal Government direct funding body for the Australian screen production industry. 

Prior to this, he was the COO of HOYTS Entertainment, one of the world’s leading entertainment companies with a chain of successful cinema complexes in Australia and New Zealand, and as a Director at PricewaterhouseCoopers (PwC). 

At HOYTS, he created, launched, and managed the Hoyts Rewards loyalty programme that received the Award for Marketing Excellence – Loyalty Programs’ by the Australian Marketing Institute, recognising Hoyts Rewards as the nation’s best loyalty program in 2012. At PwC, he was one of the company’s leading experts for the entertainment sector and was the founding author and editor of PwC’s Australian Entertainment and Media Outlook.

The mission of his career is to assist multinational retail, entertainment, media, and leisure organisations to adapt to business model, consumer and technological changes in order to create sustainable, customer-centric growth, and profitability.

In this episode, Matthew goes really deep into the cutting-edge advancements in entertainment marketing and the use of data and analytics to create stellar customer experiences. 

Weaving the online and offline data — loyalty programmes, subscriptions, purchase information, time and frequency, and many other details — for the betterment of moviegoers, filmmakers, and the exhibitors alike.  

How it’s all about giving the best experience to the customers otherwise the main purpose of data and analytics will fail. 

Why Netflix is buying cinemas and in which direction the streaming services are headed. How cinema has been competing, innovating, and thriving still. 

How the rise of so many streaming services is going to create problems for the consumers and how the local content can survive in the age of streaming disruption. 

And, much more!

More links about the guest

LinkedIn Profile:

What is one book that you would gift to your younger self and why this book?

His Organisations: 

Articles:

In the News:



02 Mar: E9 – Peter Gurrie – On the Power of Data and Analytics to Create Stellar Customer Experiences

Peter Gurrie

With almost two decades of experience in the field of data-driven customer experience, Peter Gurrie has enough stories to share on the subject to mesmerise anyone.

He started to get a robust sense of the customer perspective from the very early stages of his career in the field of creative design and marketing. Gradually, he turned his focus on the overall spectrum of creating customer-centric transformation using data for businesses worldwide.

Back in 2009, Peter co-founded a customer-centric data agency, JBA, that garnered considerable success in serving clients across telecommunications, retail, and service verticals with their data and analytics services to create a better customer experience. JBA was successfully sold to the IVE Group in 2016.

He is currently the Experience Services Director at the IVE Group, Australia’s leading holistic marketing company that generates revenues over $700m and employs over 1,800 staff. IVE connects businesses with their customers across industry verticals.

At IVE, Peter leads Platform ROI, Analytics, and Campaign Enablement with a specific focus on partnering with C level clients to shape business investment structure and ensure the delivery of ROI.

Peter believes data is not just a measurement tool rather it is a measurable asset and the key to business, brand, and customer success. The customer and their experience have always been at the centre of his approach. He believes that it is this data-informed customer centricity which shapes leading brands.

So, when it comes to using data and analytics for designing a stellar customer experience, Peter is one of the brilliant minds in the field with extensive experience and breadth of expertise.

In this Episode, Peter bares open his wisdom for the audience. He talks about creating a successful brand experience and customer experience from all the possible perspectives.

Learn from him about what customer experience really is and how to understand the customer’s perspective through the lenses of artistic inquiry and criticism.

Are you thinking about how to use data and analytics for creating better customer experience? Know how to take the data and analytics to the level of being surgical to control and increase efficiency and outcomes of campaigns at each touchpoint with the customers with the incremental improvement of the analytical framework. 

What you should definitely not miss listening to is the idea of creating the futuristic omnichannel marketing infrastructure and personalised customer experience using all the latest advancements in the field of customer analytics, email marketing, and offline and online dynamism.

Listen to it till the end! 

More links about the guest:

LinkedIn:  https://www.linkedin.com/in/petergurrie/

What is one book that you would gift to your younger self and why this book?

Links to His Organisation: https://www.ivegroup.com.au/

News about the guest and organisation:



28 Dec: E7 – Luke Halliday – Laying the Foundation for a Future of Innovation in the Australian Airport Industry

Luke Halliday
Luke Halliday – Laying the Foundation for a Future of Innovation in the Australian Airport Industry

Luke Halliday is a dedicated problem solver who believes in making the impossible possible with a driven passion to transform technology explicitly into tangible business values. Most recently, he has been doing it for the Australian airport industry. 

He was previously an Executive Technology at Australia Pacific Airport Corporation, the operator of Melbourne and Launceston Airports, Where he is transforming airport technology and shaping the organization’s future trajectory by building a real-time, predictive data analytics capability and enterprise data platform.

In his role as CIO, Luke has combated cost challenges, redesigned the operating model of technology to integrated outsourced and internal teams and set a strategy that is modernising technology across the airport. He is passionate about how data analytics and AI will improve overall airport operations and security. 

He completed his Executive MBA at Bond University, graduated from the Australian Institute of company directors as a qualified director and acquired a range of expertise in business management, marketing, IT infrastructure and systems engineering.

In his early 20’s he co-founded an IT services business which went on to be listed twice in the top 10 fastest growing IT service businesses in Australia – Mercury IT. Through a journey which included merging two other IT businesses into mercury, establishing a management team and eventually stepping out of the daily operations of the business to take move into a director role, he has remained steadfast in his ambition to help organisations improve their business through the intelligent use of technology. 

This talented man has won several awards such as a Technology Innovator, Owner Manager of the Year, Entrepreneur of the Year finalist, and 30 Under 30 Entrepreneur for his brilliant contributions in business insights, IT intelligence, and data analytical acumen.  

In this episode, Luke shares with us the challenges he overcame to achieve the technological transformation in Melbourne Airport and how data analytics was the biggest part of the job. He shows us with some real-life examples of how data made the passengers’ journey easier, faster, and more comfortable and enabled the airport staff to better assist the passengers, as well as creating great customer experience.

He also sheds light on the best strategy for a data infrastructure for any kind of business and discusses the enormous use of enterprise data platforms and predictive analysis to enhance the customer journey and help everyone involved. 

Apart from that, we also get to learn how he found out the right resources to use and companies to merge with while building his own company Mercury IT. And, much more! 

LinkedIn Profile: https://www.linkedin.com/in/luke-halliday
Mercury IT: https://www.mercuryit.com.au
Melbourne Airport: https://www.melbourneairport.com.au
One book that he would gift it to his younger self: Zen and the Art of Motorcycle Maintenance – https://www.goodreads.com/book/show/629.Zen_and_the_Art_of_Motorcycle_Maintenance

Published Articles:

  1. https://www.linkedin.com/pulse/approach-digital-disruption-innovation-luke-halliday/
  2. https://www.linkedin.com/pulse/update-my-change-position-luke-halliday/

Licenses & Certifications:

  1. Cisco Sales Expert, Issuing authority Cisco
  2. Certified Executive Coach, Issuing authority NS-NLP, Power + Training
  3. Microsoft Certified Systems Engineer (MCSE), Issuing authority Australian College of IT

Mentioned in the interview:

Luke Halliday’s coach: Geoff Wade (https://www.linkedin.com/in/geoffreywade) at Onirik (https://www.onirik.com.au)

Learn more about Luke from the news:

Have a question for Luke and/or Jason?

Leave your voice message here at: https://anchor.fm/analyticsshow/message