Resources Library by ANA

Anecdotal evidence for CX/UX

Based on the insights from two customers in India, the innovative UI design for improving new customer registration was first launched in India. As a result, we witnessed a 6% increase in new account creation, which in itself is a big win given the...

Catalogue: Asia Pacific 2020 - Insights Festival

Authors: Sonia Pall, Neha Arora

Companies: Karvy Insights Limited, Amazon

November 2, 2020

Providing online customers with an 'extraordinary customer experience'in telecommunications markets

This paper examines important issues facing telecommunication firms with regard to their website design. The key finding is that telecom websites are complex by trying to achieve many different roles simultaneously. The paper stresses the importance...

Catalogue: ESOMAR Telecommunications Marketing Conference 2002

Authors: David Jamieson, Matt King

Company: Maritz Research

October 20, 2002

Alice in customerland

Why the future of customer experience research will be more human-centeredYear 2027: customers are now craving more human care in data driven customer journeys. Envision how "augmented" research will take up the challenge through an imaginary...

Catalogue: Congress 2017: Visionary

Author: Richard Bordenave

Company: BVA Group

November 27, 2017

The new brand-perception battleground

Despite the investment, most customer and user experience tweaks are completely forgotten according to Kahneman's peak-end rule of memory. The stories that stick define your brand and decide your fate. We asked 3600 customers "What is your most vivid...

Catalogue: Insights Festival 2020

Author: David Evans

Company: Microsoft

September 15, 2020

The new brand-perception battleground

Despite the investment, most customer and user experience tweaks are completely forgotten according to Kahneman's peak-end rule of memory. The stories that stick define your brand and decide your fate. We asked 3600 customers "What is your most vivid...

Catalogue: Insights Festival 2020

Author: David Evans

Company: Microsoft

September 14, 2020

Blinded technology

2020, a pivotal year that was set as a time-stamp on many business strategies and plans over the past years. So, how many companies have set up a 2020 strategy over the last decade? Have tried to envision how their business will look by then? Have...

Catalogue: Latin America 2020 - Insights Festival

Author: Tom De Ruyck

Company: InSites Consulting

October 19, 2020

Discovering brand impact

The world creates 2.8 quintillion bytes of data per day from unstructured data sources like consumer complaints and feedback, text, messages, email and documents, survey and social media posts. Gartner defines unstructured data as content that does...

Catalogue: Asia Pacific 2015: Asia Means Business

Authors: Henry Cheang, Stephen Paton

June 15, 2015

Beyond CX, experience driven marketing

In order to succeed in the NEW normal, the insights industry need to embrace an innovative approach beyond CX: Experience Driven Marketing. ESOMAR is keen to understand how this works and why it is so relevant right now!Experience Driven Marketing...

Catalogue: ESOMAR Spotlight Series 2021

Authors: Fiona Blades, André D'Abreu, Dana DiGregorio, Neha Arora

March 3, 2021

Implementing The new generation of customer experience (CX) analytics

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'}The implemented solution not only delivers deeper, more actionable insights in a scalable way but also provides the option to reduce survey time. We found that its automated text...

Catalogue: Client Summit 2019- Spring Edition

Author: Rajul Jain

Company: Microsoft

June 27, 2019