Resources
Explore the latest insights through articles, webinars, and best practices.
How 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.
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
How 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.
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.
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
Integrating 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.
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.
4 Ways to Focus Voice of Customer 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:
Voice 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.
Connecting 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
Part 2: Customer Experience Metric Selection
Some of the often used metrics in customer perception of the quality of experience.
Part 1: Four 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.
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.
Smart 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.
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.
Understanding 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?
5 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
Don’t Be Afraid to Ask Why: Text Analytics in Action
Reveal the value behind the unstructured data
A 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
Creating 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.
How 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
How 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.
Engaging Employees for CX Success
How to create engaged employees who will “go the extra mile” at their own choice through a customer-centric culture?
Improving 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!
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.
How 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.
How 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
Experience Design and Management
Customer journey mapping and customer experience management programs have become intertwined essential tools to drive business growth.
Contextual 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?
Smart Customer Experience to Drive Real-Time Action
On Demand Webinar Smart Customer Experience to Drive Real-Time Action
How 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
4 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
Real-Time Feedback through 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
Getting actionable insight from unstructured customer feedback
Text analytics enables companies to determine which topics are on your customers’ mind and trigger actionable insights
Delivering 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
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
Integrating 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.
4 Ways to Focus Voice of Customer 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:
Voice 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.
Part 2: Customer Experience Metric Selection
Some of the often used metrics in customer perception of the quality of experience.
Part 1: Four 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.
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.
5 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
A 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
How 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
How 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.
How 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.
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.
Smart 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.
Understanding 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?
Engaging Employees for CX Success
How to create engaged employees who will “go the extra mile” at their own choice through a customer-centric culture?
Experience Design and Management
Customer journey mapping and customer experience management programs have become intertwined essential tools to drive business growth.
Contextual 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?
Smart Customer Experience to Drive Real-Time Action
On Demand Webinar Smart Customer Experience to Drive Real-Time Action
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
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.
Connecting 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
Don’t Be Afraid to Ask Why: Text Analytics in Action
Reveal the value behind the unstructured data
Creating 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.