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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
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Citation

Blades, D'Abreu, DiGregorio and Arora (2021a, March 03). Beyond CX, experience driven marketing. ANA - ESOMAR. Retrieved January 24, 2025, from


https://ana.esomar.org/documents/beyond-cx-experience-driven-marketing


Research papers

Monetising NPS to drive investments in CX

The volatility of the airline business, navigating oil prices, the environment, exchange rates, etc.makes CX investment decisions very challenging. Monetising NPS and creating a calculator to identify economic return enabled us to gain buy-in for...

Catalogue: Latin America 2020 - Insights Festival
Authors: André D'Abreu, Heitor Torres, Dana DiGregorio, Shane Baxendale
Companies: MESH Experience, LATAM Airlines Group
October 19, 2020
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Citation

D'Abreu, Torres, DiGregorio and Baxendale (2020a, October 19). Monetising NPS to drive investments in CX. ANA - ESOMAR. Retrieved January 24, 2025, from


https://ana.esomar.org/documents/monetising-nps-to-drive-investments-in-cx