E119 - Yvette Mihelic - Sustainable Commercial Benefits through Data Analytics-Powered Customer Experience

What happens when all your strategies are just one-off plans,
one-trick ponies that stop when they stop?


Something has to replace them, but you’re running out of ideas
fast - not to mention money.


You need something sustainable, something that keeps your
customers coming back for more every time.


And you can build it with data analytics-powered customer
experience.
Meet Yvette Mihelic Yvette’s Role as a Customer Experience
Leader at John Holland

Yvette Mihelic is the Director of Customer Experience at John
Holland. From humble beginnings 70 years ago, John Holland has
been driving positive change in Australia. It is now one of the
nation’s leading integrated infrastructure, transport and
property companies. From the Parliament House to the Alice to
Darwin Rail Link, from the MCG’s Great Southern Stand, the new
Sydney Football Stadium to the Sydney Metro, they’ve had a hand
in building the Australia we all know and love today.
Yvette’s Other Work in Customer Experience

Yvette is a customer experience senior executive with over 25
years experience leading large and complex businesses across
industry and sector. Her expertise has been sought out globally.
In addition to this, she has presented thoughtful and insightful
pieces for forums and summits across a wide range of topics - all
centred around strategy design, development, and implementation.


Other than her work with John Holland, Yvette is also the
Executive CX Strategist and Consultant at her own company, Yvette
Mihelic CX Strategy Consulting. Here, she provides specialised
and expert advice to organisations looking to transform their
business performance leveraging customer experience. Yvette is
also a Board Member of Adelaide Metro Operations, and one of only
29 Australians who carry the international accreditation of
Certified Customer Experience Professional, and is part of the
CXO Board.
Customer Experience, Data Analytics, and Sustainability In this
exclusive analytics podcast episode, Yvette shares:

Her experience volunteering at Monika's Doggie Rescue

Her current role as the Director of Customer Experience at
John Holland

Her role embedding customer experience into transport clients
to enhance operations and maintenance

Using data analytics to improve customer experience

Network planning for life after the pandemic

Continuous improvement in customer experience and across all
areas of performance

New ways to gather revenue for public transportation

Her guiding ethos roles to create a better customer
experience through data and analytics

Challenges she has faced in creating these sustainable
commercial benefits for organisations through data analytics

The most common reason for failure when an organisation is
looking to develop these data-driven customer experiences

Successful use cases of sustainable commercial benefits that
she's seen built for organisations through data analytics

Advice for businesses that are looking to implement
sustainable commercial benefits through data analytics-powered
customer experience



If you are an analytics professional looking to implement
sustainable commercial benefits through data analytics-powered
customer experience in your business, this is the episode you do
not want to miss.