People

How Can Banks Deliver Great Customer Service

Customers Expect Banks to Deliver the Same Convenience as Ecommerce Players

Michelle Prance, CEO of Mettle - NatWest Group says design thinking is a skill banking CX leaders need to ensure a seamless user experience...
Dr Marcus Collins, Clinical Assistant Professor of Marketing at the University of Michigan

Using Culture and Emotion to Understand Customers

Dr Marcus Collins reveals how brands can truly understand customers by delving into their cultural identities, emotions, and decision-making processes.
Identify The Difficult Conversations during crisis management

Identify The Difficult Conversations from An Outright Crisis

Author Julie Atherton talks about using organic social content to connect on an emotional level with customers, and preparing a tested crisis management plan ready to be activated in case of dark days.
You Cannot Win Alone; Find A Common Purpose with Your Customer

You Cannot Win Alone; Find A Common Purpose with Your Customer

Patricia Corsi, Bayer Consumer Health's Chief Marketing and IT Officer, shares insights into the brand's utilisation of data to enhance accessibility to healthcare services...
Velocity, Personalisation, and Super Apps Define CX

Velocity, Personalisation, and Super Apps Define CX

Matteo Pomoni, ING's Global Head of Retail Daily Banking, explores the deliberate, scalable, and measurable approach to achieving customer obsession. “The word obsession is to...
Are Your CX Metrics Tied to Business Goals?

Are Your CX Metrics Tied to Business Goals?

Olga Guseva, an authority in customer experience (CX), underscores the pivotal role of redesigning customer experiences. She emphasises the necessity of multilingual communication within...
Avoid the Too-Cool-For-School Pitfalls with Gen Z

Avoid the Too-Cool-For-School Pitfalls with Gen Z

When attempting to capture Gen Z's attention, brands often err by attempting to appear "cool" without genuine authenticity, says Ryan Leslie. The reality is...
Building Brands that Leave Footprints on Customers' Hearts

Building Brands that Leave Footprints on Customers’ Hearts

Joseph Michelli, clinical psychologist turned customer retention guru, unlocks the secrets of iconic brands like Starbucks and The Ritz. Ever wondered why Starbucks baristas greet...
Describing Customers as "Churned" Strips Away Humanity

Describing Customers as “Churned” Strips Away Humanity

Ron Kaufman has outlined his vision for the future, foreseeing mutually beneficial partnerships that enhance customer convenience through consolidation. He emphasises the importance of...
Fastvertising Is Advertising At The Speed Of Culture

Fastvertising Is Advertising At The Speed Of Culture

Aron North, the brain behind Ryan Reynolds’ Mint Mobile brand, says companies must tap into relevant conversations. At the Cannes Lions International Festival of Creativity...

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