Be More Relationship-Orientated, Not Transactional
John Lilly, Head of FSI Digital Experience at Adobe discusses how financial service providers must focus on personalisation not only as a marketing activity...
Can You Demonstrate The Impact CX Makes Towards Business Capabilities?
Nate Brown, Senior Director of CX at Arise, suggests linking positive life change with your customers to prove earned loyalty and share of wallet. ...
Build Solutions with the Jobs-to-be-Done Focus
With digitally-driven business priorities, how should BFSI companies measure their digital transformation success? Wasim Mushtaq, Former Transformation Lead, Financial Markets at Standard Chartered, discusses...
How Bayer Consumer Health Delivers Best-in-class Data-driven Marketing
Patricia Corsi, Bayer Consumer Health's Chief Marketing and IT Officer, reveals how the brand is using; data to increase access to healthcare services, technology...
Embed A Culture Of ‘You Said, We Did’
Research consistently tells us that earning customer loyalty is about understanding, designing and then persistently delivering an end-to-end experience that meets both the rational...
CDP and Decisioning Engines are Heroes
Nancy Dafiewhare, Head of Digital Marketing at Phoenix Group, discusses the changing expectations of customers in the pension and saving sectors, and how decisioning...
Link CX Deliverables with Business Deliverables
Matteo Pomoni, Global Head of Retail Daily Banking at ING discusses what it means to be customer obsessed in an intentional, scalable and measurable...
Disruptive Brands Challenge The Status Quo
Regulated brands such as financial institutions are expected to deliver the same frictionless experience as retail, says Donata Peksa, Head of Brand Experience at...
Finding the Right Platform For CX Transformation
Don’t just ask customers, validate your findings by using AI across multiple sources to predict information before something terrible happens to your reputation. According...
Gaming Is Inherently A Social Experience
Steve Brauntuch spoke about how gaming is consolidating with content and entertainment and how brands are approaching younger audiences without disrupting the experience.
In mid-2021,...
