Customer Experience Summit - BFSI

Interviews

Q&A-With-Marcus-Collins

Dr Marcus Collins on the Biology of Decision-making

It can be easy to mistake information for intimacy. Dr Marcus Collins, Clinical Assistant Professor of Marketing at the University of Michigan - Stephen...
Q&A-with-Adrian-Swinscoe,-Customer-Service-&-Experience-Advisor-at-Punk-CX

When Was the Last Time You Mystery-shopped Your Own Business?

Adrian Swinscoe discusses CX myths, the role of technology for customers and agents and the true meaning of customer-centricity  The era of differentiating oneself purely...
Q&A-with-Mike-Wittenstein-Founder-at-Storyminers

Experience Design as a Secret Way to Communicate with Customers

Mike Wittenstein advises that all CX professionals are to try their hand at experience design – not only to look at things from the...
Turning Customers Into Fans

Turning Customers Into Fans

Musician-turned-CX professional James Dodkins shares his views on the parallels between a musical keynote performance, and delivering a rockstar customer experience. “Metallica doesn't need a...
Q&A With Rick Allen, CEO Of ViewLift

Marketers are Essential to the Direct-to-Consumer Piece

By 2025, more than 25% of Americans are expected to watch live sports digitally. While broadcast and cable networks have dominated the sports viewership...
Interview-with-Annette-Franz---Founder-and-CEO-of-CX-Journey-Keynote-Speaker-Author

CX Champions Add Credibility to the Transformation Effort

“Here's what I believe is an uncomfortable — yet indisputable — truth: You are in business to create and nurture your customers. Without customers...
Q&A-with-Adam-Toporek,-Customer-Service-Expert,-Speaker-and-Author-at-CTS-Service-Solutions

My Favourite CX Metric is Profit

Customer service specialist Adam Toporek says that innovation is about how you approach the issue; technology may or may not be the answer. Adam Toporek,...
Q&A with Dan Gingiss, Chief Experience Officer at The Experience Maker

Look for the Root Cause Behind Customer Complaints

International customer experience keynote speaker Dan Gingiss has a bone to pick with anyone who refers to customer experience as a soft skill. It...
Power-List-Q&A-with-Jad-Hindy,-SVP-of-Marketing-at-Expo-City-Dubai-(Loyalty)

Modern Loyalty Programmes Need to be a Living, Evolving System

It starts with clearly focusing on the organisation's brand purpose. Everything should align with that single brand purpose. When all departments have the same...
Interview-with-Kathryn-Wallington,-Head-of-Middle-East-and-Africa-at-Travelport

The Travel Industry Needs Reimagination: Kathryn Wallington, Travelport

With the evolution in retail across the globe, the travel industry has witnessed waves of change too. Digitalisation is becoming the core of everything...

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