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Videos
Addressing the missing link for enhanced customer experience
The presentation outlines how customer experience programmes for telecom operators can be enhanced with the integration of passive data, capturing actual consumer behaviours in this case collected from smartphone devices, which can then in turn be...
Catalogue: MENAP Forum 2015: Leading Transformation
Authors: Gareth Deere, Muhammad Masood Ali Khan
Company: Ipsos MRBI
June 15, 2015
Research papers
Spreading a common tongue
Segmentation is crucial for investment prioritisation, smarter communications, meaningful innovations to capture growth. Furthermore, a holistic segmentation provides "common tongue" - a shared marketing language to be integrated and embedded in all...
Catalogue: Asia Pacific 2015: Asia Means Business
Authors: Phong Huynh, Alena Rossini, Desmond Chan, Kalidas Ashok, Laurenz Koehler
Company: KANTAR TNS Malaysia
June 15, 2015
Research papers
Inspiring Action at O2
This paper will showcase how O2/Telefonica developed a research-based system for improving customer experience, moving from a ârear-view mirrorâ to a dynamic system which inspires action throughout the business and can even help predict...
Catalogue: Congress 2014: What Inspires?
Authors: Nick Milne, Nick Baker
Company: Quadrangle Research Group
September 10, 2014
Videos
Inspiring action at O2
This session will showcase how O2/Telefonica developed a research-based system for improving customer experience, moving from a ârear-view mirrorâ to a dynamic system which inspires action throughout the business and can even help predict...
Catalogue: Congress 2014: What Inspires?
Authors: Nick Baker, Nick Milne
Company: Quadrangle Research Group
June 15, 2014
Research papers
Pop concert experiences
Today, marketing communication cannot be based solely on information about the product, brand or service. To attract attention and establish a relationship with the consumer, it must give value, help build identity, or be recreational. T-Mobile...
Catalogue: CEE Research Forum 2013: Research Remix
Authors: Tomasz Jedrkiewicz, Robert Zydel
March 17, 2013
Research papers
Online anthropology
A new methodological approach- Online Anthropology- was applied to surface fresh understanding of customer behaviour in the cellular category. The approach revealed a key insight that enabled Sprint to turn a loss of 565,000 customers a quarter into...
Catalogue: Congress 2012: Accelerating Excellence
Author: Colin Utley
Company: MotiveQuest
September 13, 2012
Research papers
