Resources

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

Going Beyond Sentiments: Emotion Analysis

Emotions do matter: Sentiment and 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...

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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

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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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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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

How Can We Improve Employee Engagement? This is one of the most asked questions about employees on Google. Let's have some background information about this fact. COVID-19 has emotionally exhausted many workers. The term “great resignation,” which refers to the high...

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Employee Experience: The “EX” Factor

The Ex Factor: Employee Experience as One of Customer Experience Milestones 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...

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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

How to Become a 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 of a customer-centric organization is to provide...

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Experience Design: Designing the moments that matter

Experience Design: Understand and Visualize the Moments of Truth 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...

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Creating a Voice of Customer Program

What is Voice of Customer? 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...

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Customer Loyalty: Five Steps to Become a Loyalty Leader

Customer and Brand Loyalty 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...

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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

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

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

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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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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Going Beyond Sentiments: Emotion Analysis

Emotions do matter: Sentiment and 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...

read more

How to Choose the Right Customer Experience Platform

Choosing the Right Customer Experience Platform Leads to High-Quality CX   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...

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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...

read more

10 Simple Steps to Boost Employee Engagement

How Can We Improve Employee Engagement? This is one of the most asked questions about employees on Google. Let's have some background information about this fact. COVID-19 has emotionally exhausted many workers. The term “great resignation,” which refers to the high...

read more

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

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

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...

read more

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...

read more

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

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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