Te Waraki: Amplifying Student Voice to Enable Intelligent Transformation in Higher Education

In an era of rapid technological change, Te Waraki—“The Dawn Chorus”—is Waipapa Taumata Rau’s (University of Auckland) initiative to amplify student voices through a structured, data-driven Voice of the Customer (VoC) strategy. This foundational phase has involved mapping the current feedback landscape, visualising survey and feedback activities, and setting the groundwork for a centralised, adaptable feedback system that embeds student perspectives into decision-making processes.

Aligned with the conference’s theme, “Winds of Change,” and the “Intelligent Transformation” sub-theme, Te Waraki demonstrates how AI-powered insights within an experience management platform can drive student-centred growth and inclusivity. 
Current AI-driven elements—real-time data analytics, transcript analysis in the contact centre, and conversational chatbots—are actively shaping a responsive feedback ecosystem. In tandem, Waipapa Taumata Rau is also exploring AI-driven advancements in curriculum and teaching, reinforcing a comprehensive approach to transformation across the university.

This presentation will provide practical insights for building a VoC system that combines advanced technology with core student values. Attendees will learn about Te Waraki’s phased approach, from foundational mapping to planned adaptive capabilities, as it develops into a flexible, unified feedback platform. We’ll discuss navigating challenges such as cross-departmental alignment, ensuring cultural sensitivity, and implementing a feedback framework that resonates with both institutional and student goals.

Through Te Waraki, Waipapa Taumata Rau aims to set a new benchmark for adaptive, student-focused transformation, demonstrating how centralised student feedback can mature our CX and shape a responsive, student-centred educational experience.