CX

How can brands form a continuous customer loop? Jason Smith, VP of MoEngage Europe, emphasises the importance of understanding customer behaviour, leveraging data insights so customers are not only delighted but moved to become advocates.

How to cultivate open communication, align vision and mission, embrace shared values, support growth and development, and create a supportive environment. By implementing these strategies, you can inspire and empower your employees, increasing engagement, loyalty, and overall organisational success.

Operating in diverse markets presents both challenges and opportunities. One of the key challenges is the varying levels of "CX Maturity" across different markets.

When decision-making is easier, agents don’t have to click between multiple tabs to compare offers. That makes them faster and more efficient.

From transforming video conferencing into enjoyable in-home experiences to leveraging AR/VR for travel and education, businesses are embracing technology to deliver delightful transactions without physical interactions.

As the BFSI industry continues to innovate and re-imagine digital customer experience, are brands successfully driving ROI? John Woods, CRO at Zenus Bank reminds the industry that when demonstrating ROI, it’s important to present performance numbers too.

In his book, Foundations For Customer Centricity, CX Rockstar James Dodkins shares primary learnings for a CXO looking to build a customer-centric organisational culture.

Have you ever wondered why customer journey mapping became an integral element of business strategies?

What is the key to crafting winning customer experiences for a diverse set of customers? Danny Crayton, Chief Marketing Officer at Lippo Malls, Indonesia, shares insights on delighting customers and the future of the physical store. 

John Lilly, Head of FSI Digital Experience at Adobe discusses how financial service providers must focus on personalisation not only as a marketing activity but as a positive change in the business operating model to serve customers.