Bad ads create bad experiences for consumers and negatively impact your brand. It is critical to know what creative element or pattern can help drive brand performance and direct response. However, creative A/B tests or lab tests with facial expression analysis are expensive and not scalable. In this research, we used Google Cloud APIs to compute thousands of features from large creative samples to conduct creative meta-analysis. We added those features from machine learning and computer vision with human encoding elements.
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 US$4 million of CX improvements only a few weeks after implementation (such as more comfortable seating, tastier flight meals or more engaging in-flight entertainment). A series of interviews with key stakeholders helped create engagement with the project, and identified needs and challenges. The business needed a single framework that was consistent, simple and accurate. By using a Voice of the Customer data collection programme, integrating data from multiple sources and analysing the data from multiple perspectives, we were able to link flight touch-points to NPS which, in turn, linked to customer churn and revenue. Teams now use an interactive calculator to identify the return to the business by inputting target segments, market conditions and expected change in touch-point performance. This attaches a monetary return to CX and teams quickly secured investment of US$4 million.
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.
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.
Just as marketing and advertising have made augmented reality a tool to enrich the consumer experience with brands, it must also become allied for marketing research, especially in online studies.
Innovation or New Product Development through Concept Writing, is driven by anecdotes and success stories. To find out what this means in the real world of consumers is to understand the science of Fluent Innovation -- don't batter down the door to innovation acceptance, use the system 1 key to unlock it!This concept writing workshop session provides guidance and tips on how to develop winning concepts by providing a validated global approach with the consumer experience at the heart of the process.This workshop is mainly intended for the client and consumer design teams crafting new product development ideas. Secondarily, research and creative agencies working on innovation may benefit from the session.
Hear from Greg Ambrose and Tara Murphy from Cineplex, Canada.
Q&A Session, Humanising the digital.
The main 3 takeaways of the presentation are: - How will the 4th Industrial Revolution change design?- Why is 'ease of use' no longer the pinnacle of good design in the Age of AI?- What are the five principles for design moving forward?
We know emotions play an important role in consumer decision making but how do we access them at scale? SKIM and J&J teamed up to investigate!
We know emotions play an important role in consumer decision making but how do we access them at scale? SKIM and J&J teamed up to investigate!