Resources
Explore the latest CX insights through articles, webinars, and best practices.
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.
Integrating VoC with Journey Design to Improve CX
Customer journey mapping and customer experience management programs have become intertwined essential tools to drive business growth
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
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 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.
Integrating VoC with Journey Design to Improve CX
Customer journey mapping and customer experience management programs have become intertwined essential tools to drive business growth
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!
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
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
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
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.