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Top 10 Interviews of 2024

Top 10 Interviews of 2024

Read our top 10 interviews to discover strategies, lessons, and inspirations that will help shape your next move in 2025.
Meet CXM Today’s 2024 Advisory Board

Meet CXM Today’s 2024 Advisory Board

The Advisory Board of CXM Today redefines CX with visionary insights on AI, hyper-personalisation, sustainability, and more.
Can Customer Privacy Become A Market Differentiator?

Can Customer Privacy Become A Market Differentiator?

Kasia Gawlik, Customer Data & Privacy Director at Standard Chartered discusses the intersection of customer privacy, data management, and trust as a market advantage.
How is the Energy Sector Battling the Evolving Customer Expectations?

How is the Energy Sector Battling the Evolving Customer Expectations?

Abdul Khaled, Head of Digital | Customer Experience & Digital Products at E.ON Next explores the evolving customer experience expectations in the energy sector, focusing on the challenges of digital transformation and the role of innovative technologies.
Transforming Customer Service in Germany’s Media Industry

Transforming Customer Service in Germany’s Media Industry

Key challenges include balancing quality with cost, while opportunities lie in harnessing AI to enhance agent performance, self-service, and operational efficiency, says Oliver Viereck, VP and Managing Director Contact Experience & Inhouse Service at SKY Deutschland.
There is Competitive Value in Delivering Localised CX

There is Competitive Value in Delivering Localised CX

Success in global markets hinges on the ability to deliver localised CX that rivals those of local providers, who possess deeper cultural and linguistic advantages, says Giulio Castiglioni, Customer Care Director at Playtomic.
Integration and Interoperability, The Biggest Challenges in Healthcare

Integration and Interoperability, The Biggest Challenges in Healthcare

Integration and interoperability are the biggest challenges, while digital transformation and AI integration offer transformative opportunities, says Friederike von Krosigk, Chief Strategy & Marketing Officer at GE Healthcare.
GenAI Can Enable Better Customer Service

GenAI Can Enable Better Customer Service

From seamless customer service and journeys to inconsistency in omnichannel conversations, the travel industry faces challenges that can be solved by technologies such as genAI, says Jörg Malang, SVP Customer Experience & Omnichannel at DERTOUR Group Deutschland.
Tech Innovation Can Create Responsive CX in the Loan Industry

Tech Innovation Can Create Responsive CX in the Loan Industry

Markus Schruth, Chief Customer Officer at smava believes a positive change in regulation for digital adoption would help remove a significant friction point in the overall customer journey.
Several CX Metrics Don’t Work in The Modern CS Environment

Several CX Metrics Don’t Work in The Modern CS Environment

Why is speeding customers off the phone no longer the solution? Author and CX analyst Mark Hillary discusses the challenges and opportunities in the CX ecosystem.

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