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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

Webinars

The key trends changing the face of market research in 2021

Join Qualtrics as we dive into insights from our first annual study into market research trends around the world.Learn how the industry reframed priorities in the aftermath of COVID-19, and how organisations are adapting their market research...

Catalogue: Webinars 2021
Authors: Sonny Sethi, Peter Hammer, Mark Czeisler, Eleanor O'Dwyer-Duggan
Company: Qualtrics XM Institute
May 6, 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

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

Videos

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: Neha Arora, Sonia Pall
Companies: Karvy Insights Limited, Amazon
November 2, 2020

Webinars

Customer experience: Where it's been and where it's heading

As organizations improve their Customer Experience (CX) capabilities through better skills and technology, the nature of CX is changing. While collecting survey feedback had been a primary focus for CX programs, organizations are more acutely...

Catalogue: Webinars 2020
Author: Bruce Temkin
Company: Qualtrics XM Institute
October 29, 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