CX

Are APAC shoppers excited about BFCM? The western shopping trend may not hold a candle to China’s Single’s Day but brands still see it as the largest growth market

Regulated brands such as financial institutions are expected to deliver the same frictionless experience as retail, says Donata Peksa, Head of Brand Experience at HSBC. She speaks about how marketers need to change the way they think to deliver to the new customer expectations.

This holiday season, the relevance of Know Your Customer (KYC) extends beyond traditional sectors into Retail, ecommerce, Travel and hospitality. In a digital era marked by phygital experiences, brands must delve into deeper personalisation to stand out.

From mobile banking apps to all-purpose cards, non-banking BFSI brands are leveraging technology to provide customers with innovative and faster service. Discover the companies that are leading the way in CX innovation.

With digitally-driven business priorities, how should BFSI companies measure their digital transformation success?

Social listening enables companies to understand customer sentiment, identify emerging trends, and proactively address concerns, fostering stronger brand resonance and driving business success.

Successful CXM implementation involves identifying and addressing various challenges to create a positive and consistent customer experience.

Explore the crucial elements of customer experience excellence as discussed by industry leaders who shared their insights at the recent CX NXT Summit in the UAE.

Understanding the complexities of customer identity and adopting solutions like CDP empowers businesses to deliver exceptional customer experiences, boost revenue, and achieve marketing excellence.

Rahul Otawat, Vice President, Strategy, Analytics & Data Science - Wealth, Neobiz & Business Banking - Mashreq Bank discusses the value of data analytics to understand banking customers.