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Research papers
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
Research papers
Don't Trust Your Brand Trust Score
Through a deeper understanding of the nature of trust between consumers and brands we have developedan innovative brand trust leadership model. Leadership brands in our brand trust model achieve a 50%increase in market share and double the levels of...
Catalogue: Congress 2022: 75th Anniversary
Author: Lyndall Spooner
Company: Fifth Dimension Research and Consulting
September 27, 2022
Research papers
Anecdotal evidence for CX/UX
Based on the insights from two customers in India, the innovative UI design for improving new customer registration was first launched in India. As a result, we witnessed a 6% increase in new account creation, which in itself is a big win given the...
Catalogue: Asia Pacific 2020 - Insights Festival
Authors: Sonia Pall, Neha Arora
Companies: Karvy Insights Limited, Amazon
November 2, 2020
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
Blinded technology
2020, a pivotal year that was set as a time-stamp on many business strategies and plans over the past years. So, how many companies have set up a 2020 strategy over the last decade? Have tried to envision how their business will look by then? Have...
Catalogue: Latin America 2020 - Insights Festival
Author: Tom De Ruyck
Company: InSites Consulting
October 19, 2020
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
Research papers
