No longer looking in the rear-view mirror and presenting data a few months down the track using static presentations and spreadsheets, the Orange Market Research team has implemented a dynamic, interactive analysis platform that pulls in data and dynamically displays up-to-date, customised, user-friendly insights. Follow us on Orange’s journey to significantly increase understanding of the value that the Market Research team delivers to the Orange business. This forward-thinking, customer-first approach is giving Orange a competitive edge and helping them achieve their goal of delivering consistently high-value, high- quality and highly personalised experiences for all customers in each interaction.

1. A Colourful
Transformation
How a dynamic and interactive approach to
sharing customer insights is helping Orange
Russell King
Orange
Iris Weiss
Infotools
Festival of #NewMR
2019

2. Orange embraces
the digital age to
keep customers at
the heart of its
most important
decisions

3. What makes a service
worthy of your
custom?

4. 11/07/2017 Orange & Infotoolds at ESOMAR Congress 4
Present in
29
countries
Global
customer
base of
263
million
202
million
mobile
customers
18
million
fixed
broadband
customers

5. We needed to do
things differently,
globally.

6. 11/07/2017 Orange & Infotoolds at ESOMAR Congress 6
The right information
The right people
At the right time

7. Everything starts with
unique thought.

8. No reliance on
different
solutions that
swallow time.

10. What does
success look
like?

11. A hierarchy of needs.

12. Tell us what you want.
We’ll find a solution.

13. Good data is
table stakes.

15. Rapid sharing.

16. Get it to the changemakers.

17. Wherever
you are.

18. The real voice of
the customer
provides context.

19. zooming in on words or sentiment.
Word Clouds

20. New acquisition,
new challenges.

21. Consider research an
investment.

22. Focus on your business
needs, not the products
already on offer.1
2
Don’t rush it. This is the
public face of the work
that we do, and it counts.
Involve both stakeholders and
users. Remember you might be
too close for perspective.3

23. Q & A
Horst Feldhaeuser
Infotools
Festival of #NewMR
2019
Sue York
NewMR

24. NewMR 2019 Sponsors
Communication
Gold
Silver
Festival of #NewMR
2019