People

CX Strategy for small businesses by Andrea Yildiz

Can Small Businesses Excel as CX Champions?

German author of Customer Experience: leicht gemacht and brand strategist Andrea Yildiz talks about how mid-sized and small businesses can excel in customer experience with the right strategy and technology partners.
Supreet Kaur - interview story

Data Analysis will Evolve into Intuitive, Interactive Data Products

“I use data to point me towards facts and my past experiences along with customer interactions to help me create the right solutions for the customers at the right time. I don't think any of these things can work in silos, it's always a combination of these that produces magical results,” says Supreet Kaur, AVP at Morgan Stanley.
Weigh the Consumer Benefit Against the Data Requirements

Weigh the Consumer Benefit Against the Data Requirements

Looking for a balance between personalisation and privacy? Personalisation should work in hand with a testing methodology that includes a control group against any personalisation, demonstrating the uplift delivered, says Steve Webster, Global Ecommerce Director at Barbour. 
Mustafa interview

German Consumers Demand Sustainability and Conscious Consumption

Mustafa Cagri Koc, Head of Global Customer Experience & Global Customer Care at MediaMarktSaturn Retail Group GmbH offers a clear picture of the German...
Enterprises Need to Focus on Purposeful AI

Enterprises Need to Focus on Purposeful AI

We strongly believe in something we call ‘purposeful AI’. The idea is to help customers reap the benefits of these powerful LLMs and genAI, while at the same time securing utility efficiency and compliance. It’s AI with a purpose, says Ulf Persson, CEO of ABBYY.
Nate Brown, Senior Director of CX at Arise

How Should You Rethink Customer Loyalty Amid Skimpflation?

Nate Brown, Co-Founder of CX Accelerator and Sr. Director, Affiliate Call Center at Broadcast Music, Inc. (BMI), discusses how organisations excel in guiding customers through challenges and stand out in the skimpflation era.
Ekaterina interview

How is Digital Innovation Reshaping The Insurance Industry?

Ekaterina Mamonova, Global Marketing and Customer Experience Lead at Allianz Commercial discusses how technology has changed the role of the BFSI leader. She talks...
Janthana interview

Voice and Conversational Interfaces will Become More Prevalent

As voice search and digital assistants continue to rise in popularity, brands will need to adapt their CX strategies to include these technologies. Voice...
Jon Moran SAS interview

Establish Baseline Metrics for CX Improvement

Jonathan Moran, Head of MarTech Solutions Marketing at SAS talks about the recent additions to the SAS product suite, how brand leaders should choose...
Rethinking Customer Loyalty Strategies in a Competitive World

Brands Must Create Transformational Attachment with Customers

"In today's digital and global marketplace, where individual competition is fierce, having a distinct personal brand can be the difference between blending in and...

What to Read Next