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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

Videos

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
November 7, 2017

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

Videos

Research as a customer service

SkyTeam, one of the largest international airline alliances, launched a pilot customer centricity project for their key product - SkyPriority. The pilot project used an innovative approach designed to evoke a feeling of customer centricity through...

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

Videos

Insight to action: Using survey data to target customers and increase ROI through digital media

Our client, InterContinental Hotels Group (IHG), wanted to increase consideration for stays, as well as web site bookings, for their Holiday Inn brand through an online ad campaign. TNS used a proprietary research survey tool, ConversionModel, to...

Catalogue: Congress 2015: Revelations
Authors: Chris Freehauf, Morgan Lozier, Phil Maves
Company: KANTAR TNS Malaysia
June 15, 2015

Research papers

On-site scenario groups: From lab to life

The task: Evaluate hospitality, cleanliness, safety, and announcements of Deutsche Bahn, Germany’s national rail. The answer: This study was not conducted in a clinical facility where experiences and expectations were explored retrospectively to...

Catalogue: Global Qualitative 2014: Research Renaissance
Authors: Christine Schaper, Klaus Berkensträter
Company: Ipsos MRBI
November 18, 2014