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.
Loren is an experienced marketing professional who translates data and insights using Isentia solutions into trends and research, bringing clients closer to the benefits of audience intelligence. Loren thrives on introducing the groundbreaking ways in which data and insights can help a brand or organisation, enabling them to exceed their strategic objectives and goals.
It’s a familiar scene: friends and family are meeting up for brunch. The coffee is hot, the avocado is smashed and at least one brunch-goer is reaching for the Panadol while avoiding questions about where they ended up last night. And when the food arrives? Everyone waits; not eating until the moment has been captured and posted to Instagram.
Founded in 2010, Instagram has 800 million monthly users worldwide. In the past eight years more than 270 million pictures of food have been posted to Instagram. The influence that Instagram has had on the restaurant industry has been immense. We’re now in an age where food and beverages can go viral, not just tweets and videos. Instagram is a visual medium, and this focus on aesthetics has changed the way we eat when we’re dining out. Photogenic foods have spiked in popularity, and the food that we eat has become brighter and more decorative. At breakfast time, muesli is out and smoothie bowls are in, and the toast has to be topped with avocado.
Its commonplace for menus to now include at least one Instagrammable dish but the food itself is just one part of making a #foodstagram pop. The lighting, the crockery and the tabletop also need to be on point. Social media isn’t just changing the way we eat – it’s also influencing interior design trends. Take it from Teddy Robinson, a creative director for London café-bar chain Grind. “Last year we replaced every table in the company with white marble, just because it looks good on Instagram,” he said. This might seem extreme if you think of this phenomenon as just pictures of food, but Instagram is more than that – it’s become the way that people (particularly millennials) choose where they eat. How Instagrammable a restaurant is can flow directly to the restaurant’s bottom line.
Not every successful restaurant or café needs to be doing Instagram well – but the ones that are have something in common. Emily Arden Wells, the Co-Owner of New York architecture firm Move Matter, often works on the fit out of new restaurants in Manhattan noting that Instagrammability is now being considered from a new restaurant’s blueprint stage. Venues that are succeeding on Instagram have moved mobile and social into the very heart of their supply chain – and they’re taking their millennial customers seriously. Their customers and their devices are considered before the tables are bought, before the menus are designed and before we tell the veggie shop how many avocados we need for Saturday morning. If successful restaurants have social and millennials at the heart of their supply chain, what does that mean for news outlets?
Devices are already changing the way that we access news. Data from the Pew Research Center in 2017 shows that 85% of adults in the United States access news on their mobile device, at least some of the time. Not surprisingly, this is a trend that is growing – this is an increase on 72% from 2016 and 54% in 2013. Social media usage is also changing the way that news is distributed, with sites like Facebook and Twitter acting as the new gateways to news channels. Analysis of online news traffic backs this up, with Australian outlet ABC News Online sharing figures that compare visits to the homepage, and visits to news articles. Traffic to the homepage is on the decline but eyeballs on articles are increasing, as people discover news content on their Facebook timeline.
Some news outlets are already using devices and social to their advantage. When you log on to the Snapchat Discover page you’ll see outlets like the Daily Mail, Cosmopolitan and Buzzfeed talking direct to millennials. (At the time of writing, I almost got distracted by a Buzzfeed quiz titled “Pick a donut and we’ll tell u what your friends love + hate about u”). As you scroll down the Discover page you’ll notice more highbrow content – the power of the Snapchat Discover page is not to be underestimated. The Economist received more traffic in its first month on Snapchat Discover than it received in the preceding 12 months to economist.com.
The future isn’t just mobile – there are other, more modern utilities and methods of news delivery already available. If mobile technology can revolutionise the food industry, there’s immense potential for wearable and hearable technology to disrupt the media landscape. Hearable technology and Conversational UI is already delivering news information via Alexa and Google Home – as our virtual personal assistants get to know us better, does this mean they can deliver us even more relevant, timely information? Spotify and Netflix have already acclimatised us to the micropayment economy and people are increasingly happy to pay small amounts more frequently for quality and convenience. Rather than paywalls and digital subscriptions, would I pay for an alert on a traffic incident that meant I wouldn’t be late to birthday party?
There’s a lot of buzz around ideas like Spotify for News, News-flix and ideas that tie to the end of ownership and to micro-payments. The most buzz has been around a Dutch service called Blendle which claims half a million registered users in Europe and is now looking at the US. Most items on Blendle, which come from lots of different outlets, cost between 10 cents and 90 cents and come with a money-back guarantee: you only pay for stories you actually read – and if you then don’t like them, you can ask for your money back.
I don’t have all the answers but it’s important that we’re thinking about this. How can we prepare for continuous change in the news and content industries? The future is already here, we just need to harness it.
Ally Garrett, CX Director at Isentia
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How food could influence the way we access news
The influence that Instagram has had on the restaurant industry has been immense. We’re now in an age where food and beverages can go viral, not just tweets and videos.
As communications professionals look toward 2026 planning sessions, one question dominates the conversation - How can we use AI in a safe, scalable, and sustainable way?
Behind this question often lies the hope for an "AI easy button"—a one-click solution for complex measurement challenges. However, as discussed in our recent APAC webinar, the real opportunity lies not in automating old metrics, but in architecting a smarter era of measurement.
Hosted by Russ Horell, Isentia’s Chief Revenue Officer for APAC, the session featured deep dives from two industry leaders who've contributed immensely to research and planning: Ngaire Crawford (Director of Insights, ANZ) and Prashant Saxena (VP of Research and Insights, SEA). Together, they unpacked the transition from using insights and converting them into strategic, measurable storytelling.
Here are the key takeaways from the discussion.
1. From experimentation to transparency
If 2024 and 2025 were the years of "playing in the sandbox," 2026 is set to be the year of transparency.
Ngaire Crawford emphasized that while AI is incredible at summarising data and recognising patterns, it does not automatically generate insight. As we integrate these tools, the focus must shift to methodological integrity—understanding the source data, the structure, and the limitations of the models we use.
"Models are really good pattern finders. But they don't necessarily set what good looks like, or understand the consequences of being wrong. And the antidote to that is always going to be good design." – Ngaire Crawford
2. "More data, better insight" is the misconception
A major misconception remains that feeding AI endless amounts of data will naturally result in better answers. In reality, without the right framework, more data often just creates more noise.
Prashant Saxena warns against the "sameness" that AI can generate. If everyone uses the same models on the same big data sets without specific objectives, they will get similar, generic answers. The role of the insights professional is evolving from descriptive reporting to strategic storytelling—using judgment to break through the "echo chamber" of AI validation.
3. Kill, keep, create: redefining our metrics
The panelists played a game of "keep, kill, create" to determine the future of measurement metrics.
Kill: The panel was unanimous in moving away from vanity metrics. Ngaire called for the end of Cumulative Reach, noting it is a biased metric that offers no context. Prashant agreed, suggesting that AVEs (Advertising Value Equivalents) need to be finally left behind.
Keep:Share of Voice remains useful as a foundational benchmark (a "census" of market presence), provided it is redefined to measure the share of a specific idea or perception rather than just volume
Create: The future lies in Authenticity Metrics. Prashant argued that while reputation is a downstream outcome, authenticity is the upstream outcome that drives it.
"Authenticity is more upstream, as reputation and trust are more downstream... That's an authentic ritual on a day-to-day basis, which leads to reputation." – Prashant Saxena
4. The "home field advantage" for communicators
Despite the technical buzz surrounding AI, the panel argued that communications professionals hold a distinct advantage. "Prompt engineering" is, at its core, a language and communication skill.
The future doesn't necessarily belong to the most technical users, but to the most articulate—those who can clearly define an outcome, ask the right questions, and deconstruct language to get the best result from a model.
Trust your judgment
As we move into 2026, the advice from our experts is to not let AI replace your strategic point of view.
Have an opinion: Don't wait for metrics to be imposed on you. Go into conversations knowing what you want to measure and why.
Pause before you prompt: As Prashant advised, "Paper before a chatbot.". Define your strategy and objectives on paper, using your human experience and judgment, before turning to AI to execute the work.
By combining the speed of AI with the nuance of human strategy, communicators can finally build the sophisticated measurement systems they have always wanted.
Interested in viewing the whole recording? Watch our webinar here.
Alternatively, contact our team to learn more insights into meaningful measurement, KPIs and communicating using the right dataset.
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Key takeaways from the Future of Measurement webinar
Our recent webinar explores what the future of measurement in 2026 looks like and what brands must do to scale in this AI era.
The media landscape is accelerating. In an era where influence is ephemeral and every angle demands instant comprehension, PR and communications professionals require more than generic technology—they need intelligence engineered for their specific challenges.
Isentia is proud to introduce Lumina, a groundbreaking suite of intelligent AI tools. Lumina has been trained from the ground up on the complex workflows and realities of modern communications and public affairs. It is explicitly designed to shift professionals from passive media monitoring back into the role of strategic leaders and pacesetters.
“The PR, Comms and Public Affairs sectors have been experimenting with AI, but most tools have not been built with their real challenges in mind.” said Joanna Arnold, CEO of Pulsar Group.
“Lumina is different; it is the first intelligence suite designed around how narratives actually form today, combining human credibility signals with machine-level analysis. It helps teams understand how stories evolve, filter out noise and respond with context and confidence to crises and opportunities.”
Setting a new standard for PR intelligence
Lumina is centered on empowering, not replacing, the human element of communications strategy. This suite is purpose-built to help PR, Comms, and Public Affairs professionals significantly improve productivity, enhance message clarity, and facilitate early risk detection.
Lumina enables communicators to:
Understand & Interpret: Move beyond basic alerts to strategically map the trajectory and spread of narrative evolution.
Focus & Personalise: Achieve the clarity necessary to execute strategic action before critical moments pass.
We are launching the Lumina suite by making our first module immediately available: Stories & Perspectives.
In the current fragmented, multi-channel media environment, communications professionals need to be able to instantly perceive not just how a story is growing, but also how it is being perceived across different stakeholder groups.
Stories & Perspectives organizes raw media mentions into clustered, cohesive Stories, and the Perspectives that exist within each, reflecting distinct media, audience, and public affairs angles. This unique functionality allows users to:
Rise above the noise: Instantly identify which high-level topics are gaining momentum or fading from attention.
Get to the detail, fast: Uncover the influential voices, niche communities, and specific channels actively shaping the narrative.
Catch the pivot point: Precisely identify the moment a story shifts—from a strategic opportunity to a reputation risk—or when a new key opinion former begins guiding the conversation.
"Media isn’t a stream of mentions," said Kyle Lindsay, Head of Product at Pulsar Group. "But rather a living system of stories shaped by competing perspectives. When you can see those structures clearly, you gain the ability to understand issues as they form, anticipate how they’ll evolve, and act with precision. That’s what we mean when we talk about AI built for communicators, and that's what an off-the-shelf LLM can't give you."
The Lumina Roadmap: AI tools for the future of comms
The launch of Stories & Perspectives is the first release of many. Over the upcoming months, we will systematically roll out the full Lumina roadmap, introducing a comprehensive set of AI tools engineered to handle every phase of the communications lifecycle.
The full Lumina suite will soon incorporate:
Curated media summaries: AI-driven daily summaries customized specifically to the priorities of senior leadership, highlighting only the most relevant stories.
Reputation analysis: Advanced measurement tracking how critical themes like ethics, innovation, and leadership are statistically shaping corporate perception.
Press release & media relations assistant: Tools designed to accelerate content creation and craft hyper-focused, personalized pitches that reach the precise contacts faster.
Predictive intelligence layer: Technology engineered to track and anticipate story momentum and strategic change before the window of opportunity closes.
Intelligent agents: Background agents continuously scanning all media channels for emerging key spokespeople and previously undetected reputation risks.
Enhanced audio, broadcast & crisis detection: Complete, real-time oversight of all channels—including audio and broadcast—enabling rapid context building and optimal crisis response delivery.
Want to harness the power of Lumina AI for your PR, Comms, or Public Affairs team? .
Complete the form below to register your interest.
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Blog
Announcing Lumina: The purpose-built AI suite for PR, Comms, and Public Affairs
An intelligent suite of AI tools trained on the language, workflows, and realities of modern public relations and communications.
