This paper looks at AI-powered voice surveys as an alternative survey format for commercial research. Specifically, the paper is looking at whether this type of alternative format can be more effective at capturing a broader more inclusive spectrum of respondents, including disempowered members of society. To explore the effectiveness of the voice survey format, this research was conducted in an experimental two-by-two design, with the traditional online survey as the comparison. This paper documents the challenges of utilizing an AI-powered voice survey for research and determines what some of the benefits are of this alternative survey format.
This paper addresses a case study where one of Australia's largest and most complicated companies increased the value of research through simplicity. Telstra created an innovative large scale customer community (mytelstraexperience.com.au) designed to measure the customer experience journey. The goal was to make the process for giving customer feedback simpler and in a collaborative, co-creative and iterative fashion that has resulted in fresher insight generation and accelerated innovation.
This paper outlines methodologies for researching outbound telemarketing (OTM) effectiveness. It aims to help telecommunication organisations better understand OTM non-success and therefore optimize the efficacy of this important competitive channel.