Join Qualtrics as we dive into insights from our first annual study into market research trends around the world.Learn how the industry reframed priorities in the aftermath of COVID-19, and how organisations are adapting their market research strategy to design and improve experiences people want in 2021 and beyond.What you'll learn from this webinar: - Key priorities and challenges for research leaders in 2021- How researchers adapted to new challenges, like COVID-19 and shifts in consumer behaviour- How age-old market research challenges like data quality and shrinking budgets persist- The impact of technology on how market researchers adjust to challenges in 2021- Customer stories and practical guidance on designing experiences
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 will help you uncover new, unexploited touchpoints to activate and minimize the negative ones, to fuel brand growth. ESOMAR joins forces with MESH Experience, the leading Agency in this field, and the giant AMAZON, to explore this.This spotlight event features:1. A pragmatic main frame to understand Experience Driven Marketing and beyond2. The presentation of the International Business Excellence GOLD Award 2020! (a case study between MESH Experience and LATAM Airlines)3. An outstanding presentation by AMAZON India4. A round table to answers all the burning questions surrounding CXBy attending this session you will explore the principles of Experience Driven Marketing including:- Take responsibility for every brand touchpoint - even those you don't control.- Measure Share of Experience (SOE), not Share of Voice (SOV).- Emotion matters and if content is king, context is queen. Use it!- How to Monetize NPS in a tool that transformed investment decisions resulting in increased revenue and churn reduction- Lessons from and innovation first UX project by Amazon India later rolled out worldwide!
This paper discusses harnessing omnichannel customer feedback data using deep learning, and integrated with NPS survey data to deliver superior customer experience (CX). While there is lot of work done and tool availability in this field for English, there is a lack of algorithms and research done for local languages, such as Bahasa Indonesian. We describe our Quasi Recurrent Neural Network (QRNN) based approach that we used on customer omnichannel feedback for topic modelling, priority prediction and sentiment classification. We further demonstrate the use of our work for multiple clients in Indonesia, in order to set up an advanced CX monitoring and improvement programme (CXM). We showcase our holistic approach to customer experience, integrating omnichannel customer feedback data with NLP-based predictions. We also showcase two cases where we deployed our intelligent CXM tool and set up intelligent conversation monitoring systems to predict customers at the verge of churn-out, beforehand.
Based on the insights from two customers in India, the innovative UI design for improving new customer registration was first launched in India. As a result, we witnessed a 6% increase in new account creation, which in itself is a big win given the Indian population. In the following months, the same design was adopted by the worldwide team, and was launched across all marketplaces. This resulted in 10s of Million$ win worldwide to Amazon. More importantly, it drove comfort with the idea that even qualitative research in India can deliver gains as big as big data worldwide.
Based on the insights from two customers in India, the innovative UI design for improving new customer registration was first launched in India. As a result, we witnessed a 6% increase in new account creation, which in itself is a big win given the Indian population. In the following months, the same design was adopted by the worldwide team, and was launched across all marketplaces. This resulted in 10s of Million$ win worldwide to Amazon. More importantly, it drove comfort with the idea that even qualitative research in India can deliver gains as big as big data worldwide.
As organizations improve their Customer Experience (CX) capabilities through better skills and technology, the nature of CX is changing. While collecting survey feedback had been a primary focus for CX programs, organizations are more acutely focusing on the actions they take from the insights. During this presentation, Bruce Temkin will share details on the current CX trajectory. Join Bruce to learn:- How is CX becoming more action-oriented?- What are the elements of a modern CX program?- Where will CX programs head in the future?
2020, a pivotal year that was set as a time-stamp on many business strategies and plans over the past years. So, how many companies have set up a 2020 strategy over the last decade? Have tried to envision how their business will look by then? Have made plans to anticipate potential futures? And now? 2020 is in full swing!
When Artificial Intelligence like chatbots is developed to make genuine connections with humans' beings, it can make a real impact on customer experience.
When Artificial Intelligence like chatbots is developed to make genuine connections with humans' beings, it can make a real impact on customer experience.
Despite the investment, most customer and user experience tweaks are completely forgotten according to Kahneman's peak-end rule of memory. The stories that stick define your brand and decide your fate. We asked 3600 customers "What is your most vivid memory of this brand? We used AI to code the responses in terms of their positivity, touchpoints, and resulting perceptions. The results showed that being able to retrieve a defining brand memory was a significant and potent predictor of brand love and intention to increase usage.Tracking brand memories clearly matters but you will need to join this talk to hear the full details on how it elevates brands in ways that impact strategy and budgeting immediately.
Despite the investment, most customer and user experience tweaks are completely forgotten according to Kahneman's peak-end rule of memory. The stories that stick define your brand and decide your fate. We asked 3600 customers "What is your most vivid memory of this brand? We used AI to code the responses in terms of their positivity, touchpoints, and resulting perceptions. The results showed that being able to retrieve a defining brand memory was a significant and potent predictor of brand love and intention to increase usage.Tracking brand memories clearly matters but you will need to join this talk to hear the full details on how it elevates brands in ways that impact strategy and budgeting immediately.
Leveraging AI to reducing survey fatigue and survey send outs while maintaining stable customer satisfaction scores and enhanced response rates.3 takeaways:- How AI can be used to multiply stability of CX scores for a certain area or segment;- Why CX score can be reported for some area or segments EVEN without measuring them- How AI can select those customers most responsive to surveying and scale down email outreach