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Videos

From customer satisfaction to customer experience

Customer Experience research approach at Banco do Brasil enabled greater respondents' engagement, gathered useful insights from multiple feedback channels in real-time, guiding decisions and boosting the customer-centric culture in the organization.

Catalogue: Latin America 2020 - Insights Festival
Authors: Flavia Lage, Karen Russi
Companies: Brain Brand Strategy, Banco do Brasil
October 19, 2020
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Citation

Lage and Russi (2020a, October 19). From customer satisfaction to customer experience. ANA - ESOMAR. Retrieved December 10, 2024, from


https://ana.esomar.org/documents/from-customer-satisfaction-to-customer-experience-11623


Videos

The consumer matrix: How to save the humans

We want to quantify and categorize people, we try to create algorithms to predict unpredictable human lives and shove people into focus groups with two way mirrors, feed them crap snacks and hope to understand how they live their lives and how our...

Catalogue: Insights Festival 2020
Author: Gabriela McCoy
Company: Bacardi
September 17, 2020
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Citation

McCoy, G. (2020a, September 17). The consumer matrix: How to save the humans. ANA - ESOMAR. Retrieved December 10, 2024, from


https://ana.esomar.org/documents/the-consumer-matrix-how-to-save-the-humans


Videos

Customer-centricity post-pandemic

In the groundbreaking Insights 2020 initiative, Kantar led a consortium which included LinkedIn, Wharton, ESOMAR and many others, and laid the foundation for understanding the importance of customer-centricity and the role of insights organizations...

Catalogue: Insights Festival 2020
Author: J. Walker Smith
Company: Kantar
September 17, 2020
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Citation

Smith, J. (2020a, September 17). Customer-centricity post-pandemic. ANA - ESOMAR. Retrieved December 10, 2024, from


https://ana.esomar.org/documents/customer-centricity-post-pandemic


Videos

Reaching consumers in the digital moments that matter

This research has been a key contributor to our Global Media Transformation. Helpings us shift from a Mass Reach Big brand story telling approach to adding a complimentary model of reaching consumers with signals in those digital moments that...

Catalogue: ESOMAR TV: Client Summit 2020 at Home
Author: Nic Umana
Company: Mars Wrigley
June 18, 2020
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Citation

Umana, N. (2020a, June 18). Reaching consumers in the digital moments that matter. ANA - ESOMAR. Retrieved December 10, 2024, from


https://ana.esomar.org/documents/reaching-consumers-in-the-digital-moments-that-matter


Videos

Focus group fails: How to save the humans (and the brands)

F*ck Focus Groups: The case for human first fearless research.3 takeaways:- It's easy to default and focus on what matters to the business. It's braver - and smarter - to put humans at the heart of everything we do. Let's begin with our humans and...

Catalogue: ESOMAR TV: Client Summit 2020 at Home
Author: Gabriela McCoy
Company: Bacardi
June 18, 2020
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Citation

McCoy, G. (2020a, June 18). Focus group fails: How to save the humans (and the brands). ANA - ESOMAR. Retrieved December 10, 2024, from


https://ana.esomar.org/documents/focus-group-fails-how-to-save-the-humans-and-the-brands-


Videos

Unscripting the script

Designing provocative conversations with consumers and stakeholders to spark strategic imagination.

Catalogue: Fusion 2019
Author: Manisha Dikshit
Company: Consumer Faces
November 10, 2019
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Citation

Dikshit, M. (2019a, November 10). Unscripting the script. ANA - ESOMAR. Retrieved December 10, 2024, from


https://ana.esomar.org/documents/unscripting-the-script-10876


Videos

Quick qual manifesto

From ethnography to rapid ethnography to insights sprints, it seems like there is a constant request for faster results. How can we tackle this without compromising the essence of user-centered design? Quick Qual Manifesto aims to explain how.

Catalogue: Fusion 2019
Authors: Nasly Liliana Galindo Quiroga, Gabriel Escalante
Company: INSITUM
November 10, 2019
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Citation

Galindo Quiroga and Escalante (2019a, November 10). Quick qual manifesto. ANA - ESOMAR. Retrieved December 10, 2024, from


https://ana.esomar.org/documents/quick-qual-manifesto-10870


Videos

Embedding diversity and inclusion throughout Jaguar Land Rover

Why considering and addressing core business behaviours as well as the end-to-end customer journey, driven by customer insight, is essential in creating and implementing an authentic diversity and inclusion strategy.

Catalogue: Client Summit 2019- Autumn Edition
Author: Anne-Sophie Boettcher
Company: Jaguar Land Rover Automotive
October 3, 2019
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Citation

Boettcher, A. (2019a, October 03). Embedding diversity and inclusion throughout Jaguar Land Rover. ANA - ESOMAR. Retrieved December 10, 2024, from


https://ana.esomar.org/documents/embedding-diversity-and-inclusion-throughout-jaguar-land-rover


Videos

Mobile trend (Portuguese)

In Brazil, there is more than one smartphone per inhabitant and through these devices technology has become part of daily routines, meeting the population's expectations to stay connected at all times and anywhere. In view of that, Croma has...

Catalogue: Latin America 2019
Authors: Edmar Bulla, Enric Cid
Company: Netquest
April 9, 2019
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Citation

Bulla and Cid (2019a, April 09). Mobile trend (Portuguese). ANA - ESOMAR. Retrieved December 10, 2024, from


https://ana.esomar.org/documents/mobile-trend-portuguese-