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Interning at Isentia was enriching and fulfilling

I had the pleasure of interning at Isentia, and my experience was nothing short of wonderful. 

Having only just graduated from university, I could not help but feel slightly apprehensive starting my internship. However, from my very first day, I was greeted with friendly faces all around the office. Before I knew it, I was having morning coffees with my team mates, and soon my colleagues became familiar friends. I was pleasantly surprised by how inclusive and positive the culture proved to be. 

My leader and colleagues from the marketing team were patient when it came to sharing knowledge and took the time to give me tasks that enhanced my learning experience. 

During my internship I gained a deeper understanding how to execute a social media campaign. The planning that goes behind each campaign was so extensive and detailed, which I found intimidating initially, but nevertheless proved to be a great learning experience. For example, I was introduced to the concept of publishing paid advertisements, SEO and content creation. I was even given the chance to write blogs, a responsibility I took on-board with great enthusiasm. 

My experience was not limited to marketing, I was fortunate enough to get involved with the client experience team, where I learnt more about Mediaportal and the amazing insight services Isentia provides. Time flew by quickly and I am very grateful to have had the opportunity to learn and grow.

Isentia isn’t all about working hard; it provides a holistic experience with various social activities and events so everyone has a chance to get to know each other better and learn about the different roles that help to make everything happen. 

I am a strong believer in an enriching environment and Isentia has exceeded my expectations as a company, which teaches and places value in those who work there. The knowledge I have gained is invaluable, and I am thankful for the friendships I have made along the way. 

I highly recommend working at Isentia and leave the team feeling much more confident of the future ahead - a big thanks to everyone who added to my experience.

 Nicole C.
Sydney University, Marketing Graduate

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How would I sum up my experience as an intern for Isentia? Interesting, rewarding, challenging, and engaging.

Hi, my name is Allan. I am currently an undergraduate Mechanical Engineering and Business Management student studying at the University of Technology, Sydney – and have recently completed an internship with Isentia’s HR department.

First of all, you might be wondering what an Engineer is doing as a HR Intern – they don’t exactly fit together, do they? It was for this reason that I was initially hesitant in applying for the role as I didn’t know whether it would align with what I wanted out of my future, or whether I would be a good fit.

However, I soon learnt that being an intern with Isentia was a rewarding and interesting role, not to mention the fact that I was also surrounded by a group of incredibly supportive and knowledgeable people.

Having put myself forward as a mentee for the Australian Human Resources Institute’s mentoring program, I was inspired to learn more – an interest that ultimately led me to this exciting role.

Being an HR intern at Isentia wasn’t just any job – I took on this role because of the challenges it would provide to explore a different area of expertise. And yes, there were definitely new and interesting projects waiting to test my capabilities!

I do have to admit, I always seemed to find myself applying a bit of my engineering experience to the way I undertook each task, but I think this was an approach that helped bring a new and alternative perspective to the team. Who knows, maybe I taught them something new too?!

Along with the day-to-day operations of a HR department, I also gained skills across areas such as policy development, the intricacies of an intranet, and how a strategic HR function operates within a large business.

I would highly recommend Isentia for all future interns wishing to challenge themselves with something new and exciting – I certainly loved my time there and will carry that experience with me throughout my career!

Allan Soo 
Student from the University of Technology, Sydney NSW
Combined Degree in Business Management (Hons) and Mechanical Engineering (Hons)

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Optimise your customers' journey across all touchpoints to achieve a holistic and customer-centric experience

Customers now have a powerful voice in sharing their experiences and with it, comes an expectation for actions to take place as a result of their feedback. In our digital world, customer data is nearly limitless – but people are much more than data. Their lives are defined by driving wants, needs and desires with an endless amount of choice and more often than not, brands believe they are delivering a better experience to these people than they actually are.

For those brands or organisations that choose to close the experience gap and embrace maximising the customer experience (CX), are finding themselves in a race to the top. By understanding what drives your customers’ decisions and the other influences that are out there, you can improve overall business growth and success over your competitors by making decisions based on customer intelligence.

Optimising the customer experience

A customer’s feedback has the power to transform your organisation through innovation and by improving their overall experience it can reduce customer churn. No matter where your organisation is in terms of CX maturity or customer feedback management, it is important to have access to customer insights in order to implement strategies to retain them. 

Here are 3 steps to maximising the customer experience:

1.       Illustrate the customer journey

The customer experience is made up of many customer journeys – the path customers take to solve a problem or need. The better experience your customers have with your brand or service, the more engaged they become, and the more opportunities become available. Having a great customer experience can also promote customer loyalty and as long you continuously optimise every element along their journey you will have satisfied customers.

Understanding the steps of your customers journey through various touchpoints, engagements and interactions with your brand will help to properly target your customers and understand their requirements and their pain points. Divide the customer journey into phases and pay close attention to each component by measuring the outcomes, collecting feedback and applying this feedback where possible. This will maximise customer success.

2.       Drive value from experience data

Looking at both quantitative and qualitative approaches across various facets of your business must be considered to give a complete picture of your customer data. Looking at one source will only give an incomplete representation.

Customer experience is more than sending surveys and collecting feedback – having this information is important but it’s also about enriching and humanising the experience and using these unique experiences to create a positive customer centric culture. Sharing insights and developing processes to improve the customer experience and create business value allows the best experience possible. It also generates the maximum return on your efforts. Obtaining this information can be done through swapping knowledge between cross functional groups by identifying where there are gaps as well as what's working well. A team dashboard can also be created that specifically looks at different touchpoints and their success. Whatever data you do gather, turn it into actionable insights that directly improve your customers 'experience.

3.       Learn from churn when it happens

Reducing customer churn is always sought after, however is quite difficult to achieve. Churn happens from poor experiences (both operational and strategic) and can have a drastic effect on your bottom line but it can also be helpful and insightful for your brand to learn and improve. For the customers you’re not able to prevent from churning, be sure to find out why they decided to move on. Conduct a short exit interview with the customer to understand their experiences and their pain points and take this knowledge to make improvements.

Fundamentally, it’s important to ensure a positive customer experience to encourage your customers to build brand loyalty. Customers hold the power in today’s business landscape which is why seeking feedback on their experiences is valuable to your brand or organisations' performance and reputation.

Happy customer, happy life.

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A weekly tracker tracing the stories, figures and policies driving media and social coverage in the 2026 New Zealand General Election across Online News, TV, Radio, Newspaper, Magazine, X, Facebook, Instagram, TikTok, Threads and Forums. This edition covers conversations and coverage from 8th - 15th October, highlighting what’s shaping the election conversation.

1. Election Conversation

Media = news coverage. Social = all public posts across X, Facebook, Instagram, TikTok, Threads and Forums - everyone posting, not just media outlets.

2. Media Issue of the Week

Green and Te Pāti Māori MPs Draw Criticism Over Meeting With Mongrel Mob Members

Candidates and sitting MPs from the Green Party and Te Pāti Māori attended a meeting with Mongrel Mob members at a gang address. When photographs from the meeting were shared on social media, the response from commentators and rival parties was swift and largely critical.

This was not the week's highest-volume story, accounting for only 112 of 4,479 media items (2.5%, after filtering out unrelated international content) and 116 of 13,938 unique social posts (0.8%, after collapsing retweet/repost duplicates down to one count per message), well below the volume generated by ongoing leaders' debate coverage, which totalled 1,125 media items. Two independent methods nonetheless support treating it as a genuine, separable story: an exact keyword count aligns closely with an unsupervised clustering analysis of the entire media population, which identified it as a distinct 47-item cluster - smaller than general campaign coverage and several specific policy announcements, but clearly distinguishable from them. What sets the story apart is the intensity of the reaction rather than its scale: 72% of social commentary on the topic was negative, the most one-sided sentiment recorded for any subject this week, and the average post attracted roughly 5.7 times the typical level of engagement. Taken together, these figures point to a genuine public reaction concentrated on social platforms, and the episode provides National and ACT with a law-and-order narrative that may continue into coming weeks. It has not been linked to a tracked party policy below, as it reflects a matter of conduct rather than a policy position.

3. What's happening across media and social?

4,479 media items · 13,938 social items · share of each channel's own conversation, so the two bars are directly comparable

"Social" is all public posts across X, Facebook, Instagram, TikTok, Threads and Forums - not just media organisations' own accounts.

The most active commentary this week came from Sean Plunket, the Chris Chang and Tova O'Brien pairing, and John MacDonald.

By follower reach, the most prominent social accounts posting about the election this week were major outlets' own accounts - the New Zealand Herald, 1News, RNZ, Stuff and Radio Tarana - alongside the official Labour Party account. Individual leaders' personal accounts posted actively but with smaller followings than these outlet and party accounts.

The Greens continue to receive disproportionately greater attention on social media relative to traditional news coverage, accounting for 20.4% of social party conversation compared with 14.1% in media coverage - roughly 1.4 times the media share.

Law and order shows a similarly pronounced gap between channels this week, accounting for 10.6% of social conversation compared with 5.3% in the news. This is consistent with the public reaction to the Mongrel Mob meeting, which appears to have generated considerably sharper engagement on social platforms than mainstream coverage volume alone would suggest.

4. Party Share of Conversation

Shown for the four largest parliamentary parties (National, Labour, Greens, NZ First); ACT, Te Pāti Māori and TOP are tracked elsewhere in this report but not included in this chart, so these shares sum to 100% of the four shown, not of all tracked parties. Share of conversation measures attention and mentions only - it is not polling and should not be read as an indication of electoral success.

5. Top candidates this week

Winston Peters leads the rankings this week, a shift driven primarily by a widely circulated moment in the minor-party leaders' debate in which he described diversity as "a weakness rather than a strength" while delivering a pointed critique of the left-leaning bloc. Christopher Luxon and Chris Hipkins follow closely behind as the campaign moves into its final weeks, while David Seymour and Chloe Swarbrick complete the top five, each drawing attention largely through their parties' own policy announcements this week.

6. Election Issues

Top 4 themes this week

What's driving conversation about each party?

Each major party's top-ranked issues this week, by real topic volume in their social conversation (after excluding other parties' names, individual people, and procedural or horse-race chatter), with how that conversation leaned

Volume and sentiment above are based on social media data only.

7. Issues to Watch

• The meeting between Green and Te Pāti Māori representatives and Mongrel Mob members represents a reputational risk for both parties heading into the final weeks of the campaign. Whether National and ACT are able to sustain this as a law-and-order narrative through to the 7 November election is worth monitoring closely.
• Labour's fiscal plan issue recorded the most negative social sentiment of any tracked policy this week, at 55.3% negative, followed by Greens' wealth tax at 53.7% and ACT's fiscal plan at 50.0%. All three touch on tax, spending or fiscal policy specifically, suggesting the fiscal debate is where social sentiment is running most negative across the board this week, rather than any one party facing an isolated problem.
• Social media discussion of the Greens continues to centre on polling performance and tactical voting considerations rather than policy substance. Coalition and tactical-voting framing accounts for 12.7% of their social conversation this week, compared with just 2.2% focused specifically on their wealth tax proposal - a pattern that has now held for three consecutive weeks. Whether that balance shifts as the campaign enters its final stretch would be worth tracking.

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If you want to find out more about how Isentia can help you understand the NZ media landscape, please reach out to us here.

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