RESOURCES

Explore the latest insights through articles, webinars, and best practices.

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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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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Closing the loop

Closing the loop

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...

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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 jargons. Pretty similar terms but what do these words actually mean? And why is it worth to understand? The boundaries between physical products and services are...

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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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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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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...

read more
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...

read more
Closing the loop

Closing the loop

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 more
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 jargons. Pretty similar terms but what do these words actually mean? And why is it worth to understand? The boundaries between physical products and services are...

read more
Creating a Voice of Customer Program and Making it Work

Creating a Voice of Customer Program and Making it Work

  Simply, Voice of Customer (VoC) refers to the process of collecting customer feedback about a business, its products and services. Many companies believe that they have a VOC program in place, because they collect customer feedback through surveys. In reality,...

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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

4 years in a row Amazon has been listed as the loyalty leader in the US according to Brand Key’s latest annual loyalty study. The New York-based brand loyalty and customer engagement research consultancy examined 1,121 brands in 109 categories this year. Rounding out...

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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

read more
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.

read more
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

read more
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.

read more

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