Several years ago, big data was for big companies alone. These days, it’s transformed from an elite business measure to a basic and hygienic need. While businesses of all sizes now collect thousands of data points about people, we often miss the data directly from them. We miss collecting their insight, and in the cases that we do collect insight,we often fail to strategically act on it. Survival in today’s business climate requires more than just data and action. It requires

Voted as one of the Top 150 Most Powerful Women in New Zealand, Carol Lee Andersen serves as the president of Questback. As president, she leads a diverse team in crafting and delivering a feedback platform that helps enterprises make better decisions, mitigate risk and avoid costly failures through redefining relationships with the most important people: customers and employees. In this interview, she talks about Questback and shares her views on the trends and technologies

Highly important and rarely talked about is the role of the chief feedback officer in retail. This position requires the marrying of customer and employee feedback in a holistic view while correlating it with existing data points to make better predictions, mitigate risk and avoid costly failures. “Listening to what customers and employees are saying and understanding what they think and feel about the way things are done in a structured, continuous and integrated method is c

“As an executive, I see a transformation around people. The annual survey is outdated, a short measure, and far from what true employee engagement entails. The leading-edge organizations I’ve talked with realize this. They realize that employee engagement is not just an HR responsibility or a single departments project. For employee engagement to have real, long-term benefits, it must be strategically aligned with the rest of the organization- in purpose, goal, and vision." R

The benefits of collecting and acting on employee feedback are widely recognized: more engaged employees, who are more productive, less likely to leave and more motivated to deliver a high level of service to customers. Employees who are highly engaged are more likely to think of new, better, and more efficient ways of doing their jobs, even identifying opportunities for new products and service offerings. And these insights and intelligence generated by employee feedback can