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Research papers

Havanna Reinvention

We share the case of Havanna - a relevant company in Argentina, valuable and respected in a region that leads one of those few (and at this point we would say strange) categories that have no multi-national competence, and is therefore responsible...

Catalogue: Latin America 2020 - Insights Festival
Authors: Alan Aurich, Alejandro Alcedo, Fernando Moiguer, Magdalena Iocco, Lorena Cura
Companies: Compañia de Negocios Moiguer, Havanna
October 19, 2020

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

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

Research papers

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, Marco Antonio Gomes, Karen Russi
Companies: Brain Brand Strategy, Banco do Brasil
October 19, 2020

Research papers

Across the rainbow

Talking about one's sexuality, across cultures, has always been considered a private affair. This can be particularly true when one is LGBTQ, given that acceptance of LGBTQ persons is a relatively new phenomenon in most countries, and Mexico - a...

Catalogue: Latin America 2020 - Insights Festival
Authors: David R. Morse, Gerardo Gallart, Susanna Fránek
Companies: New American Dimensions, La Fábrica de BTL, Ethnologix
October 19, 2020

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