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Research papers

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: Catalina Bonnet, Andrea Maldonado, Natalia Carrasco, Hector Navarrete
Companies: Kantar, Entel
October 19, 2020
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Citation

Bonnet, Maldonado, Carrasco and Navarrete (2020a, October 19). Artificial Intelligence in Telecom. ANA - ESOMAR. Retrieved April 20, 2024, from


https://ana.esomar.org/documents/artificial-intelligence-in-telecom


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
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Citation

Maldonado and Bonnet (2020a, October 19). Artificial Intelligence in Telecom. ANA - ESOMAR. Retrieved April 20, 2024, from


https://ana.esomar.org/documents/artificial-intelligence-in-telecom-11629


Research papers

The new brand-perception battleground

Despite the investment, most customer and user experience tweaks are completely forgotten according to Kahneman's peak-end rule of memory. The stories that stick define your brand and decide your fate. We asked 3600 customers "What is your most vivid...

Catalogue: Insights Festival 2020
Author: David Evans
Company: Microsoft
September 15, 2020
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Citation

Evans, D. (2020a, September 15). The new brand-perception battleground. ANA - ESOMAR. Retrieved April 20, 2024, from


https://ana.esomar.org/documents/the-new-brand-perception-battleground-11581


Videos

The new brand-perception battleground

Despite the investment, most customer and user experience tweaks are completely forgotten according to Kahneman's peak-end rule of memory. The stories that stick define your brand and decide your fate. We asked 3600 customers "What is your most vivid...

Catalogue: Insights Festival 2020
Author: David Evans
Company: Microsoft
September 14, 2020
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Citation

Evans, D. (2020a, September 14). The new brand-perception battleground. ANA - ESOMAR. Retrieved April 20, 2024, from


https://ana.esomar.org/documents/the-new-brand-perception-battleground


Videos

A pain in the inbox? Not anymore

Leveraging AI to reducing survey fatigue and survey send outs while maintaining stable customer satisfaction scores and enhanced response rates.3 takeaways:- How AI can be used to multiply stability of CX scores for a certain area or segment;- Why CX...

Catalogue: ESOMAR TV: Client Summit 2020 at Home
Author: Rajul Jain
Company: Microsoft
June 11, 2020
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Citation

Jain, R. (2020a, June 11). A pain in the inbox? Not anymore. ANA - ESOMAR. Retrieved April 20, 2024, from


https://ana.esomar.org/documents/a-pain-in-the-inbox-not-anymore


Videos

Implementing The new generation of customer experience (CX) analytics

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'}The implemented solution not only delivers deeper, more actionable insights in a scalable way but also provides the option to reduce survey time. We found that its automated text...

Catalogue: Client Summit 2019- Spring Edition
Author: Rajul Jain
Company: Microsoft
June 27, 2019
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Citation

Jain, R. (2019a, June 27). Implementing The new generation of customer experience (CX) analytics. ANA - ESOMAR. Retrieved April 20, 2024, from


https://ana.esomar.org/documents/implementing-the-new-generation-of-customer-experience-cx-analytics


Videos

Unifying measures of customer experience and satisfaction

Satisfaction measurement at Microsoft has evolved from a singularly sourced and scrutinised version of the truth to a more frequent and holistic measurement framework, providing a richer understanding of customer and partner health. We've enabled the...

Catalogue: Congress 2018
Authors: Jeffrey Mercer, Mareth Cordell
September 23, 2018
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Citation

Mercer and Cordell (2018a, September 23). Unifying measures of customer experience and satisfaction. ANA - ESOMAR. Retrieved April 20, 2024, from


https://ana.esomar.org/documents/unifying-measures-of-customer-experience-and-satisfaction


Videos

Alice in customerland

Why the future of customer experience research will be more human-centeredYear 2027: customers are now craving more human care in data driven customer journeys. Envision how "augmented" research will take up the challenge through an imaginary...

Catalogue: Congress 2017: Visionary
Author: Richard Bordenave
Company: BVA Group
November 27, 2017
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Citation

Bordenave, R. (2017a, November 27). Alice in customerland. ANA - ESOMAR. Retrieved April 20, 2024, from


https://ana.esomar.org/documents/alice-in-customerland-9173


Research papers

Research as a customer experience

SkyTeam is an alliance of 20 different airlines – each with their own strategies, processes and cultures. Their network covers over 1,000 airports and their members serve millions of passengers daily. In this complex...

Catalogue: Congress 2016: #WOW
Authors: David van Dongen, Farrell Styers, Annelies Verhaeghe, Pieter De Vuyst
Company: InSites Consulting
June 15, 2016
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Citation

van Dongen, Styers, Verhaeghe and De Vuyst (2016a, June 15). Research as a customer experience. ANA - ESOMAR. Retrieved April 20, 2024, from


https://ana.esomar.org/documents/research-as-a-customer-experience