Resources
Explore the latest insights through articles, webinars, and best practices.
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Real-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 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 more5 Key Steps for Designing the 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 moreA Royal Road to Listening to Your Customers
CX management starts with listening to customers carefully. Start getting insights right after the activation of a listening mechanism…
read moreNet Promoter Score (NPS) Software
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 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 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 Experience?
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 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
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Consumer Perspectives: Top Online Marketplace Brands
- AI based analysis of 485,000 customer reviews in 2023 of top 85 brands in the world including Amazon, Ebay, Myntra and Rakuten
- Introduction of oCX: Observational Customer Experience score – an objective metric to quantify customer reviews
- Champions and Contenders of Online Marketplaces by oCX
- Cultural and local trends in online marketplace experiences in North America, South America, Europe, Middle East and Asia Pacific
Consumer Perspectives: Top Online Food Delivery Brands
- AI based analysis of 350,000 customer reviews in 2023 of top 80 brands in the world including DoorDash, Uber Eats, Just Eat and Grab
- Introduction of oCX: Observational Customer Experience score – an objective metric to quantify customer reviews
- Leaderboards across service quality, ease of use and delivery time
- Cultural and local trends in food delivery experiences in North America, Europe, and Asia
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