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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
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Citation

D'Abreu, Torres, DiGregorio and Baxendale (2020a, October 19). Monetising NPS to drive investments in CX. ANA - ESOMAR. Retrieved October 09, 2024, from


https://ana.esomar.org/documents/monetising-nps-to-drive-investments-in-cx


Research papers

The LATAM Airlines Story

This is the story of harnessing cultural diversity to bring meaning to LATAM Airlines. Many airlines represent a country, but representing the cultural diversity of a region or continent is fraught with challenges. Does Peru or Chile make the best...

Catalogue: Congress 2024
Authors: Fiona Blades, Javier Reyes, Andre DAbreu
Companies: MESH Experience, LATAM Airlines Group
January 1, 1970
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Citation

Blades, Reyes and DAbreu (1970a, January 01). The LATAM Airlines Story. ANA - ESOMAR. Retrieved October 09, 2024, from


https://ana.esomar.org/documents/the-latam-airlines-story