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Videos

From customer satisfaction to customer experience

Customer Experience research approach at Banco do Brasil enabled greater respondents' engagement, gathered useful insights from multiple feedback channels in real-time, guiding decisions and boosting the customer-centric culture in the organization.

Catalogue: Latin America 2020 - Insights Festival
Authors: Flavia Lage, Karen Russi
Companies: Brain Brand Strategy, Banco do Brasil
October 19, 2020
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Citation

Lage and Russi (2020a, October 19). From customer satisfaction to customer experience. ANA - ESOMAR. Retrieved September 30, 2025, from


https://ana.esomar.org/documents/from-customer-satisfaction-to-customer-experience-11623


Videos

Artificial Intelligence in Telecom

When Artificial Intelligence like chatbots is developed to make genuine connections with humans' beings, it can make a real impact on customer experience.

Catalogue: Latin America 2020 - Insights Festival
Authors: Andrea Maldonado, Catalina Bonnet
Companies: Entel, Kantar
October 19, 2020
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Citation

Maldonado and Bonnet (2020a, October 19). Artificial Intelligence in Telecom. ANA - ESOMAR. Retrieved September 30, 2025, from


https://ana.esomar.org/documents/artificial-intelligence-in-telecom-11629


Videos

Gender, race and power in AI

AI is one of the hottest topics in the industry and its potential to enhance and improve data analysis could be considered unparalleled. But how to ensure that the AI we utilize doesn't produce bigger data gaps than it fixes?

Catalogue: Latin America 2020 - Insights Festival
Authors: Kristin Luck, Jessica Sage
Companies: ScaleHouse, Women in Research (WIRe)
October 19, 2020
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Citation

Luck and Sage (2020a, October 19). Gender, race and power in AI. ANA - ESOMAR. Retrieved September 30, 2025, from


https://ana.esomar.org/documents/gender-race-and-power-in-ai-11630


Videos

Brands Connect: Is food a trend, a culture or a need?

Debuted at the ESOMAR Insights Festival 2020, our Brands Connect series continues with its next episode exploring with insights leaders working within brands and research using organizations the opportunities and challenges they see for their...

Catalogue: Brands Connect Series
Authors: Begonia Fafian, Luca Gentile
Companies: The Coca-Cola Company , Pastificio Rana
October 14, 2020
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Citation

Fafian and Gentile (2020a, October 14). Brands Connect: Is food a trend, a culture or a need?. ANA - ESOMAR. Retrieved September 30, 2025, from


https://ana.esomar.org/documents/brands-connect-is-food-a-trend-a-culture-or-a-need-


Videos

Brands Connect: Episode 2

Watch the latest episode of Brands Connect as Coca-Cola and United Healthcare discuss around the headline topic: Can we really predict the future? Should we?

Catalogue: Brands Connect Series
Authors: Begonia Fafian, Martyn Crook
Companies: The Coca-Cola Company , United Healthcare
October 2, 2020
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Citation

Fafian and Crook (2020a, October 02). Brands Connect: Episode 2. ANA - ESOMAR. Retrieved September 30, 2025, from


https://ana.esomar.org/documents/brands-connect-episode-2


Videos

Breathing and meditation session

Join us to learn gentle movement and how it can help release tension, as well as a few minutes of meditation before another busy day.

Catalogue: Insights Festival 2020
Author: Isabel Janowski
September 17, 2020
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Citation

Janowski, I. (2020a, September 17). Breathing and meditation session. ANA - ESOMAR. Retrieved September 30, 2025, from


https://ana.esomar.org/documents/breathing-and-meditation-session


Videos

Lessons from a film female entrepreneur: Keynote interview

Dogwoof has released 26 Oscar®-nominated documentaries, with four wins and an additional three BAFTA winners. With notable titles including Free Solo, The Act of Killing, Blackfish, Honeyland, The Cave, Apollo 11. This year Dogwoof premiered...

Catalogue: Insights Festival 2020
Authors: Joaquim Bretcha, Anna Godas
Company: Dogwoof
September 17, 2020
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Citation

Bretcha and Godas (2020a, September 17). Lessons from a film female entrepreneur: Keynote interview. ANA - ESOMAR. Retrieved September 30, 2025, from


https://ana.esomar.org/documents/lessons-from-a-film-female-entrepreneur-keynote-interview


Videos

Brands Connect: Q&A session

Live Q&A session within the interview on Innovation and Reinvention with Begoña Fafian from Coca Cola and Estrella Lopez-Brea from General Mills.

Catalogue: Brands Connect Series
Authors: Begonia Fafian, Estrella Lopez-Brea
Companies: The Coca-Cola Company , General Mills
September 17, 2020
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Citation

Fafian and Lopez-Brea (2020a, September 17). Brands Connect: Q&A session. ANA - ESOMAR. Retrieved September 30, 2025, from


https://ana.esomar.org/documents/brands-connect-q-a


Videos

The consumer matrix: How to save the humans

We want to quantify and categorize people, we try to create algorithms to predict unpredictable human lives and shove people into focus groups with two way mirrors, feed them crap snacks and hope to understand how they live their lives and how our...

Catalogue: Insights Festival 2020
Author: Gabriela McCoy
Company: Bacardi
September 17, 2020
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Citation

McCoy, G. (2020a, September 17). The consumer matrix: How to save the humans. ANA - ESOMAR. Retrieved September 30, 2025, from


https://ana.esomar.org/documents/the-consumer-matrix-how-to-save-the-humans