People

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...
There is an Economic Advantage to Being Customer-obssessed

There is an Economic Advantage to Being Customer-obsessed

According to Jeff Toister, Author of The Service Culture Handbook, customer-focused brands attract more customers, earn more word-of-mouth referrals.
James Dodkins, CX Evangelist at Pegasystems

Turn a Customer into a Fan in One Moment

CX Expert James Dodkins shares key insights for CXOs seeking to foster a customer-centric organisational culture.  “Metallica doesn't need a conductor. They wrote the songs....
15 Global Women Leading the Change in Marketing and CX

15 Global Women Leading the Change in Marketing and CX

From introducing result-driven campaigns to integrating customer-focused strategies, explore how these 15 global leaders are making waves in the marketing and CX function.
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...

What to Read Next