Resources

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

Beyond Metrics: The Impact of Customer Experience Analytics

As businesses strive to provide exceptional customer experiences, they often rely on score-based metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), or more recently, Observational Customer Experience (oCX) to measure customer experience. While these metrics provide valuable insights, they may not always encapsulate the entirety of the customer journey.

read more

Key Elements of a Superior Digital Banking Experience

In the fast-paced world of fintech, the competition among digital banking apps is fierce. Recently, our team released a comprehensive report titled “Consumer Perspectives: Best Fintech Apps,” shedding light on the stark differences between the top-performing US-based digital banking apps and their underperforming counterparts. Today, we delve deeper into the analysis to uncover the underlying reasons why some apps outshine the rest, drawing primarily from data sourced from Google Play Store with limited insights from the App Store.

read more

Super Bowl Seat Scramble: SeatGeek vs. Ticketmaster vs. TickPick

As the excitement builds for the upcoming Super Bowl, the search for the perfect ticket platform becomes paramount for fans eager to secure their seats. In a sea of options, three major players stand out: SeatGeek, Ticketmaster, and TickPick. As a leading CX software company dedicated to enhancing customer experiences, we recognize the importance of thorough research in making informed decisions.

read more

Optimizing Returns: Driver Simulation for CX ROI

In our recent exploration of “The ROI of Customer Experience,” we navigated the challenges of short-termism in today’s corporate landscape. Building on the momentum from last week, this week’s blog post dives deeper into the practicalities of measuring and proving the financial impact of CX initiatives.

read more

2023 oCX Leaders

In today’s business landscape, ‘short-termism’—the focus on immediate financial results—dominates corporate strategy, often at the cost of long-term planning and sustainable growth. This trend poses a significant challenge for C-Suite executives, who face pressure to deliver quick financial returns, potentially compromising product quality and service. This article explores the critical intersection of short-termism and Customer Experience (CX), highlighting the need for CX professionals to demonstrate the long-term financial benefits of customer-centric strategies. Understanding this balance is essential for aligning immediate actions with the enduring health and loyalty of the organization.

read more

Shopee vs Lazada: What to expect in 2024?

Shopping on Lazada and Shopee: What to expect in 2024?   In our series of marketplace platform analyses, we previously delved into the dynamics of eBay versus Rakuten and Amazon versus Etsy. Now, turning our focus to Southeast Asia, we scrutinize the customer...

read more

eBay vs Rakuten: Holiday Shopping Analysis

Embark on an exploration of Rakuten versus eBay in the online marketplace arena. Discover Rakuten’s innovative rewards system and diverse merchant network, challenging eBay’s traditional auction model. Dive into the unique appeal of each platform and unlock secrets to maximizing your shopping experience.

read more

Introducing oCX, the New, AI-Generated CX Metric

Whenever a company is seeking to evaluate the quality of its customer experience, nothing is more important than the opinions of the customers who actually have the experience. This is why virtually all metrics designed to measure CX quality today are derived from surveys administered directly to customers.

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Customer Experience Metric Selection

The first step before deep diving into customer experience metric selection is to understand the main areas to address when measuring CX. Then we share some of the often used metrics in customer perception of the quality of experience.

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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...

read more

Decoding The Customer

Loads of valuable signals can tell a company what a customer feels about their customer experience, or the extent to which the customer has been highly 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...

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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.

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

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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Beyond Metrics: The Impact of Customer Experience Analytics

As businesses strive to provide exceptional customer experiences, they often rely on score-based metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), or more recently, Observational Customer Experience (oCX) to measure customer experience. While these metrics provide valuable insights, they may not always encapsulate the entirety of the customer journey.

read more

Key Elements of a Superior Digital Banking Experience

In the fast-paced world of fintech, the competition among digital banking apps is fierce. Recently, our team released a comprehensive report titled “Consumer Perspectives: Best Fintech Apps,” shedding light on the stark differences between the top-performing US-based digital banking apps and their underperforming counterparts. Today, we delve deeper into the analysis to uncover the underlying reasons why some apps outshine the rest, drawing primarily from data sourced from Google Play Store with limited insights from the App Store.

read more

Super Bowl Seat Scramble: SeatGeek vs. Ticketmaster vs. TickPick

As the excitement builds for the upcoming Super Bowl, the search for the perfect ticket platform becomes paramount for fans eager to secure their seats. In a sea of options, three major players stand out: SeatGeek, Ticketmaster, and TickPick. As a leading CX software company dedicated to enhancing customer experiences, we recognize the importance of thorough research in making informed decisions.

read more

Optimizing Returns: Driver Simulation for CX ROI

In our recent exploration of “The ROI of Customer Experience,” we navigated the challenges of short-termism in today’s corporate landscape. Building on the momentum from last week, this week’s blog post dives deeper into the practicalities of measuring and proving the financial impact of CX initiatives.

read more

2023 oCX Leaders

In today’s business landscape, ‘short-termism’—the focus on immediate financial results—dominates corporate strategy, often at the cost of long-term planning and sustainable growth. This trend poses a significant challenge for C-Suite executives, who face pressure to deliver quick financial returns, potentially compromising product quality and service. This article explores the critical intersection of short-termism and Customer Experience (CX), highlighting the need for CX professionals to demonstrate the long-term financial benefits of customer-centric strategies. Understanding this balance is essential for aligning immediate actions with the enduring health and loyalty of the organization.

read more

Shopee vs Lazada: What to expect in 2024?

Shopping on Lazada and Shopee: What to expect in 2024?   In our series of marketplace platform analyses, we previously delved into the dynamics of eBay versus Rakuten and Amazon versus Etsy. Now, turning our focus to Southeast Asia, we scrutinize the customer...

read more

eBay vs Rakuten: Holiday Shopping Analysis

Embark on an exploration of Rakuten versus eBay in the online marketplace arena. Discover Rakuten’s innovative rewards system and diverse merchant network, challenging eBay’s traditional auction model. Dive into the unique appeal of each platform and unlock secrets to maximizing your shopping experience.

read more

Decoding The Customer

Loads of valuable signals can tell a company what a customer feels about their customer experience, or the extent to which the customer has been highly 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

Consumer Perspectives: Top Online Marketplace Brands

  • AI based analysis of 485,000 customer reviews in 2023 of top 85 brands in the world including Amazon, Ebay, Myntra and Rakuten
  • Introduction of oCX: Observational Customer Experience score – an objective metric to quantify customer reviews
  • Champions and Contenders of Online Marketplaces by oCX
  • Cultural and local trends in online marketplace experiences in North America, South America, Europe, Middle East and Asia Pacific
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Consumer Perspectives: Top Online Food Delivery Brands

  • AI based analysis of 350,000 customer reviews in 2023 of top 80 brands in the world including DoorDash, Uber Eats, Just Eat and Grab
  • Introduction of oCX: Observational Customer Experience score – an objective metric to quantify customer reviews
  • Leaderboards across service quality, ease of use and delivery time
  • Cultural and local trends in food delivery experiences in North America, Europe, and Asia

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