Resonate is a leading Australian provider of Voice of Customer (VoC) and Voice of Employee platforms coupled with CX consulting and data integrations – with a particular focus on helping local and global organisations implement and operationalise CX programs with high ROI.
A team driven by passion and excellence
We come with deep experience in the Customer Experience domain having launched successful feedback programs for marketing, customer experience, digital, group operations and more. We also apply expertise from many domains, to help our partners connect data across divisions and bring new holistic insights to their teams that create impact.
Our story started in 2009, Woolworths engaged Resonate to build and operate a Closed-Loop Net Promoter Score system as a pilot for 11 supermarket stores. The pilot infrastructure was established in less than one month and the pilot was successful in meeting its objectives and a subsequent roll-out to 50 stores; this was the beginning of Resonate CX Platform.
We have subsequently rolled out the transaction and episodic NPS programs to leading customer centric organisations including Qantas Airways, Rebel Sports (Super Retail Group), SingTel Optus, Virgin Mobile, Sandvik, Expedia(Aust/NZ), Walmart (China) and Johnson & Johnson (Asia Pacific).
The Resonate CX Platform provides an end-to-end Customer Experience Management platform that is geared to the complexity and scale. The analytical component of this platform is unique in the way that it visualises customer data – both structured and unstructured data (e.g. ratings and comments) in the one integrated environment and assists the generation & delivery of insights to people who can act.
Here is what some of our customers have said about us and what continues to drive our passion-
— Wayne Tozer, Executive General, Manager Retail Sports Division
Super Retail Group has been using Resonate as its partner in gathering insights into customer needs & behaviours for over 5 years. The closed loop survey solution provided by Resonate has allowed the Sports division to prioritize on what really matters to the customer and how overall customer engagement can be improved. Resonate has allowed us to deploy a test & learn approach to visual merchandise, ranging and overall service initiatives and truly understand the customer impacts of each. Resonate has been instrumental in assisting the Sports division as it develops further into a true customer centric organization and we look forward to the future of this ongoing partnership.
— Jim Thompson, Chief Operating Officer
“Resonate has successfully rolled out and refined a transactional NPS platform across a 400 plus store network in China over the past three years. The program has been instrumental in establishing customer focus at a store level, and systematically increasing NPS across the network. The innovation, adaptability and resilience of the Resonate team has been greatly appreciated.” View Walmart Case Study
— Mei Koon, General Manager, Marketing & Communications
“Resonate’s team showed great investment in the relationship, keeping the momentum consistent before we even signed on to the end. We wanted to work with a partner who would help us navigate the waters of a Voice-of-Customer pilot as part of our digital customer-first transformation. The integrity and commitment of the Resonate team is something not often come upon in partner. Our journey was made so much more effective and efficient because we knew they were in it for our success.”
Everyday at Resonate, we make magic, we materialise the (im)possible, we are relentlessly resourceful and we inspire everyone around us.
Power Up the Circle
We believe in energising the team by giving more than what you take, we understand the multiplier effect of great team work and we always pay it forward.
Enchant the Client
We believe in captivating our clients with outcomes and making them believe in magic. Our goal is to leave them spellbound in wanting more…
Be a Wizard
Our wizards are always looking to mastering their craft. They know it is about practising and making mistakes because it’s okay to break the wand.