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Webinars

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

Webinars

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

Research papers

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

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

Videos

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

Research papers

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

Research papers

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

Videos

Gen Z: Some like it old

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'}li.li1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'}span.s1 {font: 10.0px Menlo}ul.ul1 {list-style-type: disc}In this presentation you will learn: The story...

Catalogue: Fusion 2019
Authors: Benjamin Simmenauer, Charles Mezerette
Companies: respondi, leboncoin
November 10, 2019