Resources

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

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...

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

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

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

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...

read more

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...

read more

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

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...

read more

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...

read more

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 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

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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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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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.

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

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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.

read more

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

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...

read more

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...

read more

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...

read more

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

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...

read more

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...

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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