Resources Library by ANA

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, Marco Antonio Gomes, Karen Russi

Companies: Brain Brand Strategy, Banco do Brasil

October 19, 2020

Qualitative fast track

Learn how to improve time, cost and relevance on research for/with corporate clients.

Catalogue: Fusion 2019

Authors: Jose Antonio Noriega, Mark Montgomery

Companies: Möbius, CITIBANAMEX

November 10, 2019

Global insights transformation the high-tech way

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'}In this case study, Robert Adams (Vice President Global Human Insights, Visa Inc.) will describe the foundations for transformation the high-tech way, identifying key best practices...

Catalogue: Congress 2019: The Global Data & Insights Summit

Authors: Robert Adams, Elizabeth P. Morgan

September 8, 2019

UX research in a developing country

Research complex banking themes within a financially impaired culture. Can UX research help both business and users to achieve understanding and build a relationship? We wanted to provide an easy to use, simple and intuitive digital channel to low...

Catalogue: Fusion 2018 (Big Data World + Global Qualitative)

Authors: Camila Borja, Luciano Lauri Pires

November 11, 2018

The future of life insurance

Based on an in-depth analysis of what life means to Brazilians, we changed the life insurance industry: instead of compensating death, we created a new equation value to reward those who want to live more and live better. Itaú Unibanco (the...

Catalogue: Congress 2017: Visionary

Authors: Claudia Furniel, Gabriel Milanez, Luiza Baffa, Maisa Gennari

September 2, 2017

Internet banking design

Since November 2015, ING Bank in Poland has been offering a new Internet banking system, which (according to customers) is simple, intuitive and mobile friendly, and which supports the management of their daily finances. The System, which has been...

Catalogue: Big Data World 2016: Understanding People Through Smart Data

Author: Tomasz Opalski

November 18, 2016

Clearing the path to action in superannuation

Australia's $2 trillion superannuation industry is fiercely competitive and recent legislation made it easier than ever for consumers to move between providers. Growing share of wallet by convincing existing customers to consolidate their entire...

Catalogue: Congress 2016: #WOW

Authors: Alison Poole, Stacie Haber

June 15, 2016

Taking games seriously

The use of games as a part of the qualitative toolkit, contrasting their use in market research with user experience, service design and design thinking, is addressed in this paper. The relevance of games and potential in Asia-Pacific is showcased...

Catalogue: Asia Pacific 2016: Get Connected!

Authors: Lee Ryan, Satish Pai, Monica Cravenetya

Company: Deka Marketing Research

May 19, 2016

Selling Islamic finance to mr. Smith

In an environment of increasing product parity, the need to innovate has become critical. The key input for innovation is robust and insightful data from customers. Given this scenario, this paper explores the triggers and barriers that exist within...

Catalogue: Qualitative 2007

Authors: Kalika Tripathi, Dipen Mehta

Company: HSBC Holdings

October 28, 2001