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Decoding The Customer

Decoding 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.

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Going Beyond Sentiments: Emotion Analysis

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...

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The One with the 1% Diamond Insight

The 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...

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Decoding The Customer

Decoding 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 more
Start to Use AI to analyze the CX signals

Start to Use AI to analyze the CX signals

Start to Use AI to Analyze the  CX Signals with Experience Management ServiceOur AI-based solution streamlines and organizes all the CX “signals” generated by your customers via surveys, text, complaints, social and digital conversations, and other interactions.28th...

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How CX Priorities Differ Across the Atlantic

How 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...

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How to Choose the Right Customer Experience Platform

How 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...

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Enabling Technology for Better CX Management

Enabling 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...

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Leveraging Internal Communication for Better CX

Leveraging 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...

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10 Simple Steps to Boost Employee Engagement

10 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...

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The “EX” Factor

The “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...

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The key piece of the puzzle: Change management

The 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...

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Why CX score doesn’t guarantee your future performance?

Why 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...

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5 Major Trends Every CX Professional Must Watch in 2022

5 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...

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Dream customer experience team – the “starting five”

Dream 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...

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Customer-Centric Organization

Customer-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...

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Designing the moments that matter

Designing 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...

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Europe’s leading bank manages CX proactively

Europe’s leading bank manages CX proactively

Europe's leading bank manages CX proactivelyAkbank, one of the leading banks in Europe, uses Alterna CX to measure customer experience everyday in more than 800 of its branches, digital banking channels and its contact center. Going beyond transactional NPS surveys,...

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Top retailer improves CX

Top retailer improves CX

Top retailer improves CX“ML-based text analytics and sentiment analytics algorithms run for open-ended feedback. We can now identify the root cause for satisfaction and dissatisfaction almost in real-time. We can also observe trends at each touchpoint and topics and...

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Creating a Voice of Customer Program

Creating 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...

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How to Be a Loyalty Leader? 5 Concrete Steps to Become One

How 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....

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Happy CX Day!

Happy 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

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The Future of Retail and Customer Experience

The 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.

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Making insight generation a habit

Making 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

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Keep Calm and Invest in Digital

Keep 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.

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4 Ways to Focus VoC Programs During the Covid-19 Pandemic

4 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:

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Zubizu Case Study

Zubizu Case Study

Zubizu, the leading digital loyalty platform in Turkey, partnered with Alterna CX to better listen and understand the voice of the customers.

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A Bank + Fintech Love Story

A 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.

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Case Study Koctas

Case 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.

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Techcrunch Disrupt Berlin

Techcrunch Disrupt Berlin

We had a great time at #TechCrunch Disrupt Berlin! We showcased our customer experience solution Alterna Cx, met great people and startups from around the world #alternacx 

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“Customer Experience Design” Training for Mentoro

“Customer Experience Design” Training for Mentoro

Last week, our team members Hamit Hamutçu and Mert Yücesoy gave a “Customer Experience Design” training as part of the Mentoro Platform. During the training, participants learned about the fundamentals of customer experience and acquired the skills to design unique...

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