Resources
Explore the latest insights through articles, webinars, and best practices.
Going Beyond Sentiments: Emotion Analysis
You have done everything you can to please your customers. In every aspect, your team of professionals provided the best possible service from the operational side; you are confident in your work. But what do your customers really think? Are you truly the best...
read moreCustomer Experience Metric Selection
Some of the often used metrics in customer perception of the quality of experience.
read moreFour Areas to Address When Measuring Customer Experience
Companies that integrate customer feedback into their DNA, can quantify their customers’ perceptions better, understand the customer journey as well as bottlenecks in it and continuously improve experience every day.
read moreWhat Does It “Feel Like” to Be Your Customer?
Companies need to know what it’s like to be in their customers’ shoes. With today’s increasing volume of customer experience signals, it takes a lot of time and effort to streamline, simplify, and organize all the structured or unstructured customer feedback manually....
read moreCX Signals and Slack Pair for a Perfect Fusion in Organizational Culture
Slack has come a long way since its inception back in 2009. Currently, users send over 1.5 billion messages per month. According to Slack statistics from 2021, 88,000 of the 600,000+ organizations that use Slack have a paid subscription; approximately 550,000 use the...
read moreThe One with the 1% Diamond Insight
Alterna CX Co-Founder and CEO, Gürol Kurt, recently joined the “CX Passport” podcast series and talked about “The one with the 1% diamond insight”. The program is hosted by Rick Denton, who leads a show about creating great customer experiences, with a dash of travel...
read moreDecoding The Customer
Loads of “signals” can tell a company what a customer feels about their customer experience, or the extent to which the customer has been successful with the company’s product or service, or even how efficient the company’s website is in providing information and access.
read moreHow CX Priorities Differ Across the Atlantic
We discussed how CX in Central Europe differs from the US.Listen NowListen Now Alterna CX Co-Founder and CEO, Gürol Kurt, has recently joined the “Talking CX - CX Around the World” podcast series. The program is hosted by Robin Miller and Graham Clark, who lead...
read moreHow to Choose the Right Customer Experience Platform
Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first contact to becoming a happy and loyal customer. Certain moments of truth occur during the entire journey along channels that...
read moreAdopt AI Enhanced CX Management to Get Ahead of the Competition
In a tech-driven and ever-changing business landscape today, the competition between companies across industries becomes more brutal and difficult by day. And now more than ever, successful leveraging and implementation of emerging technological solutions has become...
read moreGetting Actionable Insight from Unstructured Customer Feedback
Many customers want to tell you what they think and how they feel. Are you really listening to them? Most likely your answer is “YES” and you’re not alone! It is fair to say that companies have become better at listening to their customers in recent years. How deep do...
read moreEnabling Technology for Better CX Management
Twenty to thirty years ago, our needs and requirements were limited compared to today's world, so products and services were designed much simpler with customer experience in mind. The Internet was raw and used mainly for E-mail, E-commerce, personal websites and...
read more8 Statistics that Demonstrate the Impact your EX Has on your CX
There are hundreds of interesting statistics on employee experience. To make things easier for you, we've extracted data from leading global reports that you should know about if you want to create an engaging company culture and good employee experience in order to...
read moreLeveraging Internal Communication for Better CX
We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor” since employees work hard to provide high-quality customer experience. The impact of employee...
read more10 Simple Steps to Boost Employee Engagement
COVID-19 has emotionally exhausted many workers. The term “great resignation,” which refers to the high number of people who have quit their jobs as a result of collective burnout, was a trending topic in 2021. In this new era, securing employee engagement and loyalty...
read moreThe “EX” Factor
A company can see its definition as a “customer-centric company” as its proudest achievement today. This is only possible with customer focused employees. The equation is simple: Happy employees make for happy customers. However, in a post-pandemic world, the...
read moreThe key piece of the puzzle: Change management
In many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX. There is no doubt that change management should be handled in a structured way for the customer experience program to...
read moreWhy CX score doesn’t guarantee your future performance?
Why CX score doesn’t guarantee your future performance?Why driver analysis is key for structural improvement efforts? Explore some of the key customer experience metrics and how to approach them with a continuous improvement mindset. Download Now We all know that...
read more5 Major Trends Every CX Professional Must Watch in 2022
5 Major Trends Every CX Professional Must Watch in 2022Need to catch up with the latest trends in customer experience? Alterna CX has compiled a list of the top trends we predict will make CX professionals rethink their 2022 strategy. Download Now There is no doubt...
read moreDream customer experience team – the “starting five”
Forrester recently shared 2022 predictions about customer experience. One of the predictions was: Customers will Want Over Half of the Pandemic-Era Services to Become the “New Normal”. As an example, one-half to two-thirds of the US and European consumers say that the...
read moreCustomer-Centric Organization
Customer centricity is a way of doing business and a way of thinking that focuses on customer needs and is committed to creating a great customer experience. The goal is to provide customers with great experiences at each step of their journey, by focusing on what...
read moreClosing the Customer Feedback Loop: Turn Insights into Action
As Fred Reichheld and Rob Markey stated in their article*: “Closing the loop is a central element of the Net Promoter System℠. To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer’s voice right inside...
read moreDesigning the moments that matter
Design thinking, experience design or service design. Sometimes our playing field seems to be dominated by jargon. These are fairly similar terms, but what do they actually mean—and why is it worth understanding? The boundaries between physical products and services...
read moreCreating a Voice of Customer Program
Simply put, Voice of Customer (VoC) is the process of collecting customer feedback about a business, its products and services. Many companies believe that collecting customer feedback through surveys is the meaning of a VoC program. In reality, that just isn’t the...
read moreThe Million-Dollar Question About CX: Is It Worth the Effort?
Short-termism*: Short-termism refers to an excessive focus on short-term results at the expense of long-term interests. Short-term performance pressures on investors can result in an excessive focus on their parts on quarterly earnings, with less attention paid to...
read moreHow to Be a Loyalty Leader? 5 Concrete Steps to Become One
For the fifth year in a row, Amazon has been listed as the loyalty leader in the U.S.A. according to Brand Key’s annual loyalty rankings. The New York-based brand loyalty and customer engagement research consultancy examined 1,260 brands in 112 categories in 2021....
read moreHow Can Insurers Leverage Customer Experience and Win the Trust and Loyalty of Their Customers?
Expert Opinion webinar to learn how Insurers can leverage customer experience and win the trust and loyalty of their customers
read moreIuteCredit: Improving Customer Experience in Four Countries with a Streamlined Voice of the Customer Program
Best practice webinar series with IuteCredit to discuss how they’ve transformed their company culture through a comprehensive voice of the customer program
read more2020 – The Year (NOT) Everything Changed – How to Build a True Voice of the Customer Program in 2021 for Financial Services?
Even though many financial services have adapted feedback management methods, many still struggle to take the necessary actions to close the loop. How can financial services understand the root causes of the problems they face and identify pain points to act and improve their journeys and/or products?
read moreWhat Awaits Customer Experience in Financial Services in 2021 – the year of hope?
In our expert opinion webinar, we are joined by Graham Clark, experience management revolutionary and leader at Customer Results and Michelle Spaul, Customer Experience Consultant and Founder of Delta Swan, to uncover the challenges and opportunities for CX in the BFSI industry
read moreHow the Customer-Driven Agenda Shapes the Future of Insurance
In our expert opinion session, we’ve invited Kurt Neckebrouck, Market Development Manager at Baloise Insurance to discuss how the customer-centric agenda shapes the future of insurance.
read moreHappy CX Day!
Insights from experience professionals themselves across industries about their most significant learnings from 2020 and their expectations for 2021 regarding customer expectations and CX efforts
read moreHow to Drive a Branded Customer Experience Transformation in a Challenging and Highly Regulated Industry
Together with David Lloyd, International Customer Experience & Service Design Manager at E.ON, we discussed maximizing opportunities with customers with relatively low contact frequency, CX efforts under an enterprise-level CX program, and the scalability of the CX program.
read moreThe Future of Retail and Customer Experience
Yenal Gökyıldırım, CEO of MediaMarkt Turkey, talked about how the company adapted to the uncertainties and shared his view of the future of retail and customer experience. In our latest recording, Çağlar Göğüş, CEO of Doğan Holding, our moderator for this recording, asked critical questions to unveil the underlying reasons for MediaMarkt’s success.
read moreMaking insight generation a habit
Aras Bilgen, a distinguished guest and an expert on human centric design with global industry experience. He is also a scholar and an author. We talked about how to make insight generation a habit
read moreIntegrating VoC with Dynamic Journey Design to Improve CX
During the global pandemic, we have witnessed that customer needs, expectations, and journeys shifted overnight. Times like these have once again shown us the importance of managing “dynamic” customer journeys.
read moreKeep Calm and Invest in Digital
In our expert opinion podcast, Corey User, Partner at Wipro Digital, shared his insights on the short and long term effects of Covid-19 on the financial institutions and why listening to the voice of the customer in unprecedented times is crucial.
read more4 Ways to Focus VoC Programs During the Covid-19 Pandemic
As the first wave of the impact of the pandemic is experienced, we see some changes in this initial response. Based on our conversations with our clients in banking, retail and insurance, we wanted to share approaches and actions regarding Voice of the Customer programs:
read moreVoice of Employee in Remote Working – Pulse Management
In times like these where organizations and businesses are working remotely; building space for communication between employees, understanding their needs and supporting has become a priority.
read moreReal-Time Feedback via Continuous Improvement Loop
Continuous improvement loop is a proven approach in managing customer experiences. Customer Experience Platforms automate the flow in continuous improvement loops and make it easy for companies to manage
read moreConnecting the Dots Around the Customer
In our expert opinion podcast, Melih Ozgul, Head of Customer Experience and Continuous Improvement at Metro C&C Turkey, shared his expertise on customer experience process improvements
read moreZubizu Case Study
Zubizu, the leading digital loyalty platform in Turkey, partnered with Alterna CX to better listen and understand the voice of the customers.
read moreSmart Investment in AI for an Enhanced Customer Experience
In our expert opinion webinar, we are joined by Ansi Rona-Bayildiran, Director of Tinderbox Technologies, for a conversation to understand how it is possible to achieve both CX satisfaction and financial benefits simultaneously with real-life examples.
read moreA Bank + Fintech Love Story
Together with Ümran Akbulut, Customer Experience Manager at Türkiye İş Bankası, our Co-Founder Gurol Kurt talked with Efma’s Boris Plantier about the origins of our successful collaboration.
read moreUnderstanding and Measuring Employee Engagement
What are the issues companies face today – or issues they don’t know that they are facing! – in understanding the realities of employee engagement?
read more5 Key Steps for Designing Relevant Customer Journeys
Only 45 percent of senior marketing professionals understand their customer’s journeys. Read on to learn the critical steps in designing customer journeys
read moreDon’t Be Afraid to Ask Why: Text Analytics in Action
Reveal the value behind the unstructured data
read moreA Royal Road to Listening to Your Customers
According to a research by Oracle, 86% of consumers will pay more for better customer experience. Increased competition is forcing companies to differentiate through the experience they provide to customers
read moreCreating a CX Driven Culture for Retail Banking
An expert opinion podcast with John Berry. Discussion on how leaders can transform their culture to become more customer-centric.
read moreHow Can AI Boost NPS Program Effectiveness?
NPS is a simple metric to measure, but it is not that simple to improve NPS score. Higher NPS score does not always guarantee better performance in business KPI’s
read moreHow to Create Customer-Centric Culture?
Delivering superior customer experience is the result of a customer-centric culture which starts with people. They are not your customers they are your employees.
read moreEngaging Employees for CX Success
How to create engaged employees who will “go the extra mile” at their own choice through a customer-centric culture?
read moreImproving Employee Engagement by Listening to VoE
It is much more critical today to improve employee engagement as a lever for higher productivity, for retention of key talent and ensure the realization of the happiness of customers!
read moreCase Study Koctas
The number one home improvement retailer and part of Kingfisher Group in Europe increased its Net Promoter Score by 60% only in nine months and boosted its customer-centric culture.
read moreHow AI Improves Marketers’ Creativity
An article by Don Peppers explaining “an array of innovative tools based on artificial intelligence and machine learning”, including Alterna CX.
read moreHow To Enable Frictionless Customer Experiences?
How can companies deliver frictionless customer experiences? Here are some effective insights on making the customer experience better for the customer and more efficient for your business
read moreExperience Design and Management
Customer journey mapping and customer experience management programs have become intertwined essential tools to drive business growth.
read moreContextual Relevance to Drive Continuous Improvement in CX
How can companies leverage voice of the customer (VoC) to understand the context of the experience and improve customer journeys?
read moreSmart Customer Experience to Drive Real-Time Action
On Demand Webinar Smart Customer Experience to Drive Real-Time Action
read moreHow is AI transforming Customer Experience?
What is AI technology and how does it relate to Customer Experience? Pros of Integrating AI into daily customer experience process
read more4 Actions to Accelerate CX Performance for Insurers
For insurers, improving customer experience and service quality is not only a necessity; it is also a loyalty and revenue growth opportunity
read moreGetting actionable insight from unstructured customer feedback
Text analytics enables companies to determine which topics are on your customers’ mind and trigger actionable insights
read moreDelivering The Customer Experience Promise
If we consistently deliver experiences that create distinctive emotions in our customers, then we can get a differentiated positioning in their hearts and minds
read moreGoing Beyond Sentiments: Emotion Analysis
You have done everything you can to please your customers. In every aspect, your team of professionals provided the best possible service from the operational side; you are confident in your work. But what do your customers really think? Are you truly the best...
read moreCustomer Experience Metric Selection
Some of the often used metrics in customer perception of the quality of experience.
read moreFour Areas to Address When Measuring Customer Experience
Companies that integrate customer feedback into their DNA, can quantify their customers’ perceptions better, understand the customer journey as well as bottlenecks in it and continuously improve experience every day.
read moreCX Signals and Slack Pair for a Perfect Fusion in Organizational Culture
Slack has come a long way since its inception back in 2009. Currently, users send over 1.5 billion messages per month. According to Slack statistics from 2021, 88,000 of the 600,000+ organizations that use Slack have a paid subscription; approximately 550,000 use the...
read moreHow to Choose the Right Customer Experience Platform
Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first contact to becoming a happy and loyal customer. Certain moments of truth occur during the entire journey along channels that...
read moreGetting Actionable Insight from Unstructured Customer Feedback
Many customers want to tell you what they think and how they feel. Are you really listening to them? Most likely your answer is “YES” and you’re not alone! It is fair to say that companies have become better at listening to their customers in recent years. How deep do...
read moreEnabling Technology for Better CX Management
Twenty to thirty years ago, our needs and requirements were limited compared to today's world, so products and services were designed much simpler with customer experience in mind. The Internet was raw and used mainly for E-mail, E-commerce, personal websites and...
read moreLeveraging Internal Communication for Better CX
We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor” since employees work hard to provide high-quality customer experience. The impact of employee...
read more10 Simple Steps to Boost Employee Engagement
COVID-19 has emotionally exhausted many workers. The term “great resignation,” which refers to the high number of people who have quit their jobs as a result of collective burnout, was a trending topic in 2021. In this new era, securing employee engagement and loyalty...
read moreThe “EX” Factor
A company can see its definition as a “customer-centric company” as its proudest achievement today. This is only possible with customer focused employees. The equation is simple: Happy employees make for happy customers. However, in a post-pandemic world, the...
read moreWhat Does It “Feel Like” to Be Your Customer?
Companies need to know what it’s like to be in their customers’ shoes. With today’s increasing volume of customer experience signals, it takes a lot of time and effort to streamline, simplify, and organize all the structured or unstructured customer feedback manually....
read moreAdopt AI Enhanced CX Management to Get Ahead of the Competition
In a tech-driven and ever-changing business landscape today, the competition between companies across industries becomes more brutal and difficult by day. And now more than ever, successful leveraging and implementation of emerging technological solutions has become...
read more8 Statistics that Demonstrate the Impact your EX Has on your CX
There are hundreds of interesting statistics on employee experience. To make things easier for you, we've extracted data from leading global reports that you should know about if you want to create an engaging company culture and good employee experience in order to...
read moreWhy CX score doesn’t guarantee your future performance?
Why CX score doesn’t guarantee your future performance?Why driver analysis is key for structural improvement efforts? Explore some of the key customer experience metrics and how to approach them with a continuous improvement mindset. Download Now We all know that...
read more5 Major Trends Every CX Professional Must Watch in 2022
5 Major Trends Every CX Professional Must Watch in 2022Need to catch up with the latest trends in customer experience? Alterna CX has compiled a list of the top trends we predict will make CX professionals rethink their 2022 strategy. Download Now There is no doubt...
read moreDecoding The Customer
Loads of “signals” can tell a company what a customer feels about their customer experience, or the extent to which the customer has been successful with the company’s product or service, or even how efficient the company’s website is in providing information and access.
read moreHow Can Insurers Leverage Customer Experience and Win the Trust and Loyalty of Their Customers?
Expert Opinion webinar to learn how Insurers can leverage customer experience and win the trust and loyalty of their customers
read moreIuteCredit: Improving Customer Experience in Four Countries with a Streamlined Voice of the Customer Program
Best practice webinar series with IuteCredit to discuss how they’ve transformed their company culture through a comprehensive voice of the customer program
read more2020 – The Year (NOT) Everything Changed – How to Build a True Voice of the Customer Program in 2021 for Financial Services?
Even though many financial services have adapted feedback management methods, many still struggle to take the necessary actions to close the loop. How can financial services understand the root causes of the problems they face and identify pain points to act and improve their journeys and/or products?
read moreWhat Awaits Customer Experience in Financial Services in 2021 – the year of hope?
In our expert opinion webinar, we are joined by Graham Clark, experience management revolutionary and leader at Customer Results and Michelle Spaul, Customer Experience Consultant and Founder of Delta Swan, to uncover the challenges and opportunities for CX in the BFSI industry
read moreHow the Customer-Driven Agenda Shapes the Future of Insurance
In our expert opinion session, we’ve invited Kurt Neckebrouck, Market Development Manager at Baloise Insurance to discuss how the customer-centric agenda shapes the future of insurance.
read moreHow to Drive a Branded Customer Experience Transformation in a Challenging and Highly Regulated Industry
Together with David Lloyd, International Customer Experience & Service Design Manager at E.ON, we discussed maximizing opportunities with customers with relatively low contact frequency, CX efforts under an enterprise-level CX program, and the scalability of the CX program.
read moreThe Future of Retail and Customer Experience
Yenal Gökyıldırım, CEO of MediaMarkt Turkey, talked about how the company adapted to the uncertainties and shared his view of the future of retail and customer experience. In our latest recording, Çağlar Göğüş, CEO of Doğan Holding, our moderator for this recording, asked critical questions to unveil the underlying reasons for MediaMarkt’s success.
read moreSmart Investment in AI for an Enhanced Customer Experience
In our expert opinion webinar, we are joined by Ansi Rona-Bayildiran, Director of Tinderbox Technologies, for a conversation to understand how it is possible to achieve both CX satisfaction and financial benefits simultaneously with real-life examples.
read moreUnderstanding and Measuring Employee Engagement
What are the issues companies face today – or issues they don’t know that they are facing! – in understanding the realities of employee engagement?
read moreThe One with the 1% Diamond Insight
Alterna CX Co-Founder and CEO, Gürol Kurt, recently joined the “CX Passport” podcast series and talked about “The one with the 1% diamond insight”. The program is hosted by Rick Denton, who leads a show about creating great customer experiences, with a dash of travel...
read moreHow CX Priorities Differ Across the Atlantic
We discussed how CX in Central Europe differs from the US.Listen NowListen Now Alterna CX Co-Founder and CEO, Gürol Kurt, has recently joined the “Talking CX - CX Around the World” podcast series. The program is hosted by Robin Miller and Graham Clark, who lead...
read moreMaking insight generation a habit
Aras Bilgen, a distinguished guest and an expert on human centric design with global industry experience. He is also a scholar and an author. We talked about how to make insight generation a habit
read moreKeep Calm and Invest in Digital
In our expert opinion podcast, Corey User, Partner at Wipro Digital, shared his insights on the short and long term effects of Covid-19 on the financial institutions and why listening to the voice of the customer in unprecedented times is crucial.
read moreConnecting the Dots Around the Customer
In our expert opinion podcast, Melih Ozgul, Head of Customer Experience and Continuous Improvement at Metro C&C Turkey, shared his expertise on customer experience process improvements
read moreDon’t Be Afraid to Ask Why: Text Analytics in Action
Reveal the value behind the unstructured data
read moreCreating a CX Driven Culture for Retail Banking
An expert opinion podcast with John Berry. Discussion on how leaders can transform their culture to become more customer-centric.
read moreRequest a Demo
Seeing is believing
Learn how to apply AI to analyze all the various CX ”signals” generated by your customers via surveys, text, complaints, social media, and other interactions. Discover how to quickly identify and flag the most important problems and opportunities, and then better prioritize your investments.