Interviews

While the genAI investment criteria is the appetite for risk vs. reward, regulation will be the biggest challenge, says Jay Dalvi, Enterprise Sales Director at Haptik.

Adam Smart, Director of Product—gaming at AppsFlyer, predicts that most gaming ads will be created using AI within a year. The technology will help with ad performance stagnation due to ad fatigue.

Luke Jamieson, a global influencer in customer experience and employee engagement who is currently working on his upcoming book More Sense, Less Incentive talks about employee engagement, loyalty, and the role of CX practitioners.

According to Gedeon Rossouw, Head of Client Care for Absa Corporate and Investment Banking, true client-centricity only emerges when a company is genuinely committed to prioritising its clients. This conviction drives behavioural changes towards a more client-centric approach.

The banking industry has undergone a profound transformation from AI that places focus on personalisation, privacy and direct engagement, says Palesa Nhlapo, Customer Growth Head at FNB Personal Segment.

Cognitive and Behavioural Psychology expert Dr. Raul Villamarin Rodriguez from Woxsen University talks about how brands can leverage consumer behaviour insights to make informed marketing decisions.

Marketers and advertisers need to be cognizant of cultural considerations. In India, regional language campaigns need to follow an end-to-end experience in the same language from banner to landing page and beyond, says Reena Jagtap, Lead Digital Marketing at Henkel.

With generic marketing messages and standardised product offerings, individuals often feel disconnected from brands and struggle to find products that resonate with their unique preferences and needs, says Bronwyn Pretorius, Chief Marketing Officer at Ackermans.

Mai Momani, Invest Bank's Head of Client Experience discusses how to leverage data, prioritise CX, and build a loyal customer base.

Developing explainable AI models is crucial for maintaining trust and accountability, says Dr Jelena Janjusevic. AI models, which are seen as "black boxes," lack transparency, which is a big challenge in banking, where decisions must be explained to customers and regulators.