Resources Library by ANA

An Innovative Approach to Employee Experience

This is the story of how Judo Bank changed the way it listens to its people, proving that supporting the well-being and happiness of its people makes for happy shareholders, supporting the old adage ?happy people make productive people?. It all...

Catalogue: Congress 2023

Authors: Garreth Chandler, Laurie Hibbs, Ben Griffiths

September 27, 2023

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

Finding the 80% rotten apples in your innovation pipeline

"I fully trust the predictions of product pre-testing. It is well-invested money!"In a nutshell, that's the change in perception among CEOs which would delight us.Imagine if you could test products before placing them in your sales channels in such a...

Catalogue: Insights Festival 2020

Authors: Alexander Falser, Lukas Waidelich, Marco Walter

Companies: Tchibo, Cauliflower

September 15, 2020

iFactor

Using CRM data to harness clients' irritating experiences feedback thanks to machine learning enrich outcomes with a social data deep dive into customers' pain points and related emotions.

Catalogue: Fusion 2019

Authors: Charlotte Zaepfel, Julie Hennes, Mathilde Guinaudeau

Company: Ipsos MRBI

November 10, 2019

Customised text analytics

Fusing internal and external consumer feedback creates a realistic picture of business problems. A customised text analytics model takes into account organisational structure and the impact of issues on KPIs to help your clients solve them quickly.

Catalogue: Fusion 2019

Authors: Ivaylo Yorgov, Ivan Bardarov

Company: GemSeek Consulting

November 10, 2019

Listening to the sounds of silence

In research we base much of our analysis on consumer articulations but do not pay adequate attention to their silences and what they leave unsaid. Especially in eastern cultures where language is layered and subtle, silence is often used to convey...

Catalogue: Asia Pacific 2010: Eyes on Asia

Author: Shobha Prasad

Company: Drshti Strategic Research Service pvt. Ltd.

April 20, 2010

Blog mining

This paper provides an overview of blogging/online-reviews and and how this experience can be captured, measured, evaluated and acted upon by Leisure firms and Market Researchers.An overview of the tools for data tracking /mining and the ways to...

Catalogue: Leisure 2006

Author: Pravin Shekar

October 8, 2006

Consumer adaptation to new banking paradigms

We are living in rapidly changing times and banks are not immune from the need to change. As new banking approaches emerge, market researchers are called upon to assess likely consumer reactions to these changes. This paper argues that, because of...

Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance

Authors: Ralph Schuh, Ron Beasley

Company: ABM Research Inc.

May 1, 1996

The readers view

Optimizing the layout of front pages becomes more and more important for daily newsstand papers in order to catch the buyers attention. Therefore a technique had to be developed, whose intended aim was to work out indications of the readers...

Catalogue: Seminar 1995: Strategic Publishing And Advertising Accountability

Author: Martin Vogelmann

Company: CZAIA Marktforschung GmbH

November 1, 1995