1. Insight Valley Asia 2013 | May 16 & 17 | Bangkok, Thailand | www.insightvalley.com

2. Insight Valley Asia 2013 | May 16 & 17 | Bangkok, Thailand | www.insightvalley.com
Thank you to our sponsor & partners!
Gold Sponsor
Supported by
Organised by

3. The Future of Consumer Insights:
Cathay Pacific Insights
Bruce Wells
Managing Director and President, Asia Vision Critical
E: Bruce.Wells@visioncritical.com
T: +852 9158 8839

4. MR Industry Trends
Client Side MR Professionals:
• Losing influence
• Losing Budget
• MR professionals are still greatly valued, but the skill set must
become more accessible, and wide-spread
The Market Research Industry:
• MR is not dying, MR is becoming more
important than ever
• MR will manifest itself differently inside
companies
• MR skills are becoming more distributed

5. How quickly things have evolved…

6. Clarity of Voice in a Noisy Environment

7. Technology-empowered consumers are forcing
companies to become “customer-obsessed”.

8. June 6, 2011 “Competitive Strategy In The Age Of The Customer” report.
We have now entered the age of the customer

9. Big Data
and WHY NOT?

10. The Impact of the Empowered Customer
The most proactive CMOs are trying to
understand individuals as well as
markets. They are focusing on customer
relationships, not just transactions.
IBM Global CMO Study entitled “From
Stretched to Strengthened: Insights from
the Global Chief Marketing Officer Study.”

11. The Engagement and Business Model Has Changed

12. Community customers over the moon

13. Lounge full of our customers..

14. Engaging survey experiences

15. Family Holidays CorporatesTours
Access to real-time
information is key to a
successful and stress free
journey for me and my
family.
I am in charge of
approximately 30
student travellers and we
are more likely to use
your airline if I can get
updated information
related to logistical
concerns on my mobile.
This helps the customer
(to be efficient) as well
as the airline (costs
effective) therefore, the
more CX enables the
customer to manage
the trip on my own, the
more likely that I would
choose CX.
Customers informed on the go

16. Wish list: tell us
where you want
to fly at what
price, we send an
alert if matching
fare
Check in for both
legs of your
journey to save
time on check-in
Receive offers after
check-in to buy
seat upgrades,
special meal
requests, lounge
pass
Know where the
shortest immigration
queue is, how to get
there
Quickly testing ideas..

17. I was interested to
know what
improvements Cathay
plan and also to be
involved with those in
some small way.
An excellent way to provide
feedback on CX product &
services - far better than
those in-flight
questionnaires. Being part
of the panel makes you feel
closer to CX..
As a loyal CX flyer, I wanted
to provide honest and
constructive feedback with
an aim to see improvement
in its hardware and
services.
A proactive and direct way
for customers to share views
on CX. Reflects CX values
customers’ opinions.
Why customers joined & how they find it …

18. Top 3 future topics of interest…
1. Developing new food menus
2. Rating destinations for promotions
3. Providing feedback on seats or lounges

19. 96%
Do you want an invite to an ongoing panel?

20. “We see our community panel
as an on-going conversation
with the people we
serve. This meaningful
engagement with our brand
gives us richer insight and
loyal customers who know
they have a genuine stake in
the future of our company.”
General Manager, Sales and Distribution,
Cathay Pacific Airways
5,000+ members and growing

21. C H A L L E N G E
Media is a high-stakes
and incredibly fast-
paced industry.
Therefore, rapid
decision making is a
top priority.
Industry | Media
Discovery Communications
S O L U T I O N
Discovery have a highly
customized Community
Panel with unique
applications suitable to
their audience.
R E S U L T
120 plus viewer-focused
initiatives in little over a
year. Members also helped
launch a new TV network
by voicing their opinions
on its name, logo and
programming direction.
Client Since | 2011 Panel Size | 15,000 Members
" With the Influencer Panel we are able to do
significantly more research at a fraction
of the cost. We’re able to access more
than 15,000 of our viewers every day and
turn around research in 24-48 hours,
which we do all the time. We love it.“
Colby Flint – Corporate Research, Discovery
Communications
http://www.visioncritical.com/client-stories/discovery-communications

22. Bringing Brand And Customer Together
http://www.visioncritical.com/client-stories/molson-coors

23. Thank you
Bruce Wells
Managing Director and President, Asia Vision Critical
E: Bruce.Wells@visioncritical.com
T: +852 9158 8839

24. Insight Valley Asia 2013 | May 16 & 17 | Bangkok, Thailand | www.insightvalley.com
Thank you to our sponsor & partners!
Gold Sponsor
Supported by
Organised by

25. Insight Valley Asia 2013 | May 16 & 17 | Bangkok, Thailand | www.insightvalley.com