Resources Library by ANA

Complementing NPS Surveys with Online Reviews

Why only survey when you can also leverage online reviews? Online reviews, for example from Amazon, Google Maps or Apple Play Store, can be a great complementary source of customer feedback to get a more complete picture of what your customers...

Catalogue: Webinars 2021

Authors: Jan Rutenberg, Pascal de Buren

Companies: Caplena, Tegut

October 13, 2021

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

The new face of customer experience

This paper discusses harnessing omnichannel customer feedback data using deep learning, and integrated with NPS survey data to deliver superior customer experience (CX). While there is lot of work done and tool availability in this field for English,...

Catalogue: Asia Pacific 2020 - Insights Festival

Author: Rajiv Lamba

Company: SurveySensum

November 2, 2020

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

The alchemical marriage of Big Data and Qual

This presentation talks about the hybrid approach combining big data analytics and qualitative research - with a special spotlight on Kenya and Ethiopia.

Catalogue: Fusion 2019

Authors: Victor Ikawa, Sergey Sheykhetov

Companies: Safaricom, Kantar

November 10, 2019

Gen Z: Some like it old

In this presentation you will learn: The story of segmentation model creation (mistakes, learnings, new ideas), combining NPS (Net Promoter Score) and qualitative research and new product development: studying UX.

Catalogue: Fusion 2019

Authors: Benjamin Simmenauer, Charles Mezerette

Companies: respondi, leboncoin

November 10, 2019

The alchemical marriage of Big Data and Qual

This presentation talks about the hybrid approach combining big data analytics and qualitative research - with a special spotlight on Kenya and Ethiopia.

Catalogue: Fusion 2019

Authors: Victor Ikawa, Sergey Sheykhetov

Companies: Safaricom, Kantar

November 10, 2019

Gen Z: Some like it old

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Catalogue: Fusion 2019

Authors: Benjamin Simmenauer, Charles Mezerette

Companies: respondi, leboncoin

November 10, 2019