CX & Data

Improve your customer experience.

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Excellent customer experience starts with understanding; understanding who your customers are, what gets them out of bed in the morning, how and when they like to be communicated to. And all that starts with data.

Our expert team transforms complex data into personalised experiences that foster connection, deepen engagement and drive brand loyalty. We guide our clients through a digital transformation journey, from optimising data and implementation of martech platforms through to seamless end-to-end campaign execution.

In the right hands, data becomes the key to unlocking personalised and effective customer experiences that evolve as your customer’s needs do, ensuring cut-through at every interaction.

Overview

Improve your CX.

Data & Insights

Unlock a deeper understanding of your customers to enhance your personalisation strategies:

Data Hygiene and Enrichment

Equip your team with a trustworthy single customer view through enhanced data quality and enrichment services.

Automated Reporting & Analytics

Gain actionable insights into customer behaviour and trends with our automated reporting and analytics solutions, driving informed Customer Experience strategies.

AI & Machine Learning

Leverage advanced AI and machine learning technologies to anticipate customer needs and stay ahead in the evolving marketing landscape.

Martech Solutions

Streamline technologies and bring your Customer Experience vision to life:

Platform Advisory

Receive expert guidance on martech investments and roadmaps to maximise strategic impact.

Implementation Services

Ensure seamless deployment and adoption of your marketing technology solutions with our best-practice implementation services.

Optimisation & Enablement

Maximise ROI with tailored optimisation strategies that turn your customer experience roadmap into reality.

Customer Journey & Campaign Execution

Deliver the right message, at the right time, through the right channels:

Multi-Channel Journey Building

Design and execute comprehensive customer journeys across both digital and traditional channels (e.g. email, SMS, direct mail, web, in-app, messaging services, social).

End-to-End Campaign Management

From strategic planning and segmentation to personalised creative development, execution, and post-campaign analysis, we manage every aspect of your campaigns.

Real-Time Personalisation

Build deeper customer connections with in-the-moment, personalised experiences.

Services

Got questions?

What’s the difference between essential communications and marketing communications?

Essential communications are operational or regulatory messages, such as bills, statements, appointment reminders, and compliance notices.

At IVE, we treat these with the same strategic thinking and execution rigour as marketing campaigns, ensuring every message is accurate, secure, and delivered in the customer's preferred channel.

How do you support regulated industries with essential communications?

We work with leading clients across finance, insurance, government, health, and utilities to deliver compliant, customer-friendly communications.

IVE provides secure data handling, robust audit trails, and a delivery infrastructure built for sensitive, high-volume requirements.

How do you ensure data privacy and compliance?

IVE operates under strict data governance policies, aligned to Australian privacy legislation and best practices.

We manage secure hosting environments, permission-based contact strategies, and consent frameworks that keep our clients on the right side of regulation.

Can you help us improve our loyalty program communications?

Yes, we help you turn member data into meaningful engagement.

From welcome journeys and points updates to reactivation and win-back campaigns, IVE builds loyalty communications that drive action, not just awareness — a key focus of our customer experience consulting services.

How do I know if our loyalty communications are effective?

We measure what matters — not just opens, but redemption, progression, and churn risk. IVE provides insight across the entire lifecycle so you can see what is working and optimise what is not.

What’s the best way to start with personalised marketing?

Start with a use case that matters — a welcome journey, a renewal reminder, or a reactivation campaign.

IVE helps you build and execute fast, using your existing data and channels, then scale once you see results.

What is customer journey orchestration, and how do you support it?

It is about delivering the right message, at the right time, in the right channel.

IVE uses customer experience management platforms like Salesforce Journey Builder and Adobe Journey Optimiser to automate communications based on behaviour, triggers, and business rules — all backed by real customer data.

Do you help with campaign reporting and analytics?

Yes, we build reporting dashboards that show you what is happening and why.

From journey engagement to campaign ROI, IVE helps you measure across channels and optimise based on insight, not guesswork.

Can you manage both the creative and technical aspects of campaigns?

That’s where IVE excels, blending strategy, creative, and tech into one seamless service.

IVE brings together creative, data, and MarTech into one team, so we can concept, design, build, execute, and optimise all in-house.

Do you offer managed services for marketing automation?

Whether you need a fully outsourced model or support to uplift internal capability, IVE offers flexible support across campaign delivery, platform operations, and customer experience strategy.

What’s the best way to integrate customer data across platforms?

At IVE, we help you build a single customer view by connecting your CRMs, CDPs, campaign platforms, and analytics tools.

We focus on real-time data flow, so that personalisation, reporting, and decisioning all work off the same source of truth.

Can you help us connect our CRM, data warehouse, and marketing tools?

Yes. Our data specialists work across Salesforce, Adobe, Snowflake, Braze, and more. We manage integrations end to end — APIs, data flows, mapping, and governance — so your stack works as one.

How do I get started with a CX strategy?

We meet you where you are, then move fast from strategy to execution.

Whether you need a discovery workshop, a CX audit, or a specific campaign use case to prove value, our CX solutions help you define your goals and roadmap, then deliver outcomes in weeks—not months.

What industries do you specialise in?

IVE works with clients across financial services, retail, health, government, education, not-for-profit and utilities.

Our strength is in combining customer experience strategy, data, and execution to solve industry-specific challenges at scale.

What is the ROI of personalised marketing communications?

Our clients typically see two to six times the improvement in campaign performance when they personalise communications based on real data.

IVE helps you go beyond clicks and opens, to real commercial impact through data-driven customer experience that increases revenue, reduces churn, and strengthens lifetime value.

What is customer data personalisation, and why does it matter?

At IVE Group, we use real customer data to create one-to-one communications that feel relevant and purposeful.

This is not just about using a name, it’s about understanding where a customer is in their journey and responding with precision. We see stronger engagement, increased conversions, and longer retention when personalisation is done right.

What types of data can be used to personalise customer communications?

We activate first-party and zero-party data, including transaction history, preferences, mailing, location, and channel behaviours.

Our customer experience consulting team works across CRMs, CDPs, and campaign platforms to build complete customer views, then use that insight to deliver personalised customer experience solutions that are grounded in real behaviour.

How can we personalise communications at scale?

We use automation, data triggers, and dynamic content to deliver personalised journeys across millions of customers.

This means you can run onboarding, reactivation, and loyalty campaigns that adapt in real time, based on individual actions and signals. It’s enterprise scale, but customer focused.

What is data-driven customer experience design?

It means designing journeys that reflect what customers actually do, not what we assume they want.

We use data from every touchpoint to build an effective customer experience strategy. From acquisition through to advocacy, it’s all about how we make every interaction count.

How do you ensure data quality in marketing campaigns?

We build data quality into every step of the campaign process. That includes cleansing, validation, enrichment, and deduplication.

Our teams work with your data team, or manage the process end to end, to ensure you are not wasting spend on bad data or poor execution.

How can your team help us implement a marketing technology solution?

We get you up and running with the right platform for your needs.

Whether you are migrating, consolidating, or starting from scratch, our team supports platform setup, data integration, journey builds, and internal enablement. We stay involved through execution, not just implementation.

What platforms do you work with for marketing automation and personalisation?

We support Salesforce, Adobe, Braze, Quadient, Amazon SES, Acoustic, and a range of other CX platforms. We work within your existing ecosystem, or help you define and build a future-ready stack.

Our focus is on helping you get value from the tools you have, not selling you more tech than you need.

What’s involved in a MarTech health check or audit?

We assess your platform usage, data flow, campaign logic, and reporting frameworks.

From there, we identify the quick wins and the long-term improvements that will unlock performance and scale. It’s a practical, action-focused review backed by customer experience consulting expertise.

Can you support our team with training on marketing technology (MarTech) platforms?

We deliver platform training tailored to your team’s structure, goals, and maturity.

Whether it’s building out journeys in Salesforce Marketing Cloud, managing data in Adobe, or running real-time campaigns in Braze, our martech solutions equip your team to move from basic execution to confident ownership.

How long does it take to implement a marketing automation platform?

Most implementations run for six to twelve weeks, depending on the platform, complexity, and available resources.

We often recommend a phased approach, so you can launch priority journeys early, while building broader capability over time.

Do you offer omni-channel communication services?

Yes, and it's one of IVE’s strengths. We deliver connected, personalised customer experiences across email, SMS, push, web, app, direct mail, and contact centres.

This isn’t just about coverage, it’s about ensuring every touchpoint reflects the same CX strategy and speaks with the same voice.

What’s the difference between multichannel and omni-channel marketing?

Multichannel is about presence, omni-channel is about connection.

At IVE, we join the dots so that a customer receiving an email, an SMS, and a piece of direct mail feels like they’re in one continuous conversation, not three disjointed ones.

How does omni-channel execution improve the customer experience?

It reduces friction, builds trust, and boosts engagement. Our customer experience management team, uses real-time data and behavioural signals to make sure each message, regardless of channel, is relevant and timed to the customer’s context.

The result is a better experience for them and stronger performance for you.

Can you support print and mail execution as part of an omni-channel campaign?

Absolutely, that’s part of what makes IVE different. We integrate physical channels like direct mail and statements into digital journeys, ensuring consistency across every format.

It’s not either-or; we use both to maximise reach and effectiveness.

How do you measure success in omni-channel campaigns?

At IVE, customer journey analytics are at the heart of how we measure success.

We track performance across every channel and interaction, using metrics like open rates, click-throughs, QR code scans, conversions, and even redemption rates from physical campaigns. IVE gives you full visibility from message sent to outcome delivered.