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Research papers

iFactor

Using CRM data to harness clients' irritating experiences feedback thanks to machine learning enrich outcomes with a social data deep dive into customers' pain points and related emotions.

Catalogue: Fusion 2019
Authors: Charlotte Zaepfel, Julie Hennes, Mathilde Guinaudeau
Company: Ipsos MRBI
November 10, 2019
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Citation

Zaepfel, Hennes and Guinaudeau (2019a, November 10). iFactor. ANA - ESOMAR. Retrieved January 20, 2025, from


https://ana.esomar.org/documents/ifactor


Research papers

Redefining active listening

We know that 70% of our communication is non-verbal, while verbal communication adds another 7%. Yet, interpreting non-verbal communication by humans is a time-consuming and highly subjective process. For this presentation, we show how machine...

Catalogue: Asia Pacific 2019
Authors: Mannon Wong, Roland Leung, Mary Li
May 22, 2019
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Citation

Wong, Leung and Li (2019a, May 22). Redefining active listening . ANA - ESOMAR. Retrieved January 20, 2025, from


https://ana.esomar.org/documents/redefining-active-listening-