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Research papers

Monetising NPS to drive investments in CX

The volatility of the airline business, navigating oil prices, the environment, exchange rates, etc.makes CX investment decisions very challenging. Monetising NPS and creating a calculator to identify economic return enabled us to gain buy-in for...

Catalogue: Latin America 2020 - Insights Festival
Authors: André D'Abreu, Heitor Torres, Dana DiGregorio, Shane Baxendale
Companies: MESH Experience, LATAM Airlines Group
October 19, 2020

Research papers

Sustainable tourism

This paper explores the topic of sustainable tourism, making the case that it is the next big opportunity for Latin America. It does this by first introducing sustainable tourism as a concept and identifying key stakeholders who can be impacted by...

Catalogue: Latin America 2020 - Insights Festival
Author: Julia Fillingame
Company: Euromonitor International
October 19, 2020

Research papers

Micro-moments that matter: How to effectively target Chinese travellers

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'}p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; min-height: 14.0px}An obsession to use digital often obscures the true purpose of marketing, In this...

Catalogue: Congress 2019: The Global Data & Insights Summit
Authors: Emma Donnellan, Komal Roy, Yuan Liu
Company: Kantar
September 8, 2019

Research papers

Redesigning a brand tracker

Main impact:As the Latin Airline giants TAM and LAN merged, they faced a whole host of challenges ahead of them as they looked to restructure and gain efficiencies, whilst shaping a strategy for the new LATAM brand. They joined forces with MESH...

Catalogue: Latin America 2018: Market Intelligence Festival for Latin America
Authors: Marcello Garritano, Priscila Tavares
Company: MESH Experience
March 15, 2018

Research papers

The challenge of getting insights for a country brand

ProColombia, the Colombian International Promotion Organisation and the manager of the country's brand, faces the challenge of creating a meaningful and deep campaign with powerful calls to action that invite target audience to discover the "New...

Catalogue: Latin America 2018: Market Intelligence Festival for Latin America
Authors: Pedro Fernández, Laura Catalina Gómez
March 14, 2018

Research papers

Lean in fifteen, actually make that ten!

Learn to live a leaner life. Forget lean in fifteen, here's TEN easy steps to maximising the value of insigh.With pressures on budget and headcount but ever-increasing demands for insightful analysis and actionable outputs, we believe lean offers a...

Catalogue: Congress 2017: Visionary
Authors: Paul Child, Danielle Wakeman
Company: Join the Dots InSites Consulting
September 5, 2017

Research papers

An insights engine fueling the future of an airline group

Walk the talk! How Air France KLM CMI provides inspiration and support, rather than only tools and methodologies. More and more large organizations turn to customer experience as a main strategic focus, especially within service industries in general...

Catalogue: Congress 2017: Visionary
Authors: Hans Zijlstra, Janneke van der Ploeg, Martijn Helder
August 25, 2017

Research papers

Behavioural economics gets real

So you've heard a lot of talk about behavioural economics, but ever wondered if anyone's really using it? Find out in this session how a $12 billion brand has put behavioural economics based research at the heart of its new strategic direction. A...

Catalogue: Congress 2016: #WOW
Authors: Leigh Caldwell, Lizzi Seear
September 22, 2016

Research papers

Research as a customer experience

SkyTeam is an alliance of 20 different airlines – each with their own strategies, processes and cultures. Their network covers over 1,000 airports and their members serve millions of passengers daily. In this complex...

Catalogue: Congress 2016: #WOW
Authors: David van Dongen, Farrell Styers, Annelies Verhaeghe, Pieter De Vuyst
Company: InSites Consulting
June 15, 2016