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 and emotional needs of customers, reiterates Andrew Clayton, Group Head of CX, Close Brothers.
Nancy Dafiewhare, Head of Digital Marketing at Phoenix Group, discusses the changing expectations of customers in the pension and saving sectors, and how decisioning engines can help brands engage with customers based on their behaviours and needs.
Matteo Pomoni, Global Head of Retail Daily Banking at ING discusses what it means to be customer obsessed in an intentional, scalable and measurable manner.
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. Do financial banks track quantitative customer data points and benchmark their […]
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 to Dr. Zuhair Khayyat, Chief Technology Officer at Lucidya, combining AI with other technologies like blockchain, AR, voice technology and IoT can help create the best customer experience analysis for any […]
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, Misfits Gaming Group (MGG) began its transition into a media company. The announcement came after a $35 million investment round which concluded in September 2021, led by a strategic investor […]
It can be easy to mistake information for intimacy. Dr Marcus Collins, Clinical Assistant Professor of Marketing at the University of Michigan – Stephen M. Ross School of Business, talks about how our brains are designed, understanding how humans make decisions, and how we can influence those decisions. “Brands are an identifiable signifier that evokes […]
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 through exceptional products or services is long gone. The new-age customer wants a good experience above all things, and a poor customer experience can be the undoing of any business. […]
Mike Wittenstein advises that all CX professionals are to try their hand at experience design – not only to look at things from the customer’s perspective but to organise the business in a way that delivers better CX. We are living in a blender of change, which presents a challenge for brands that typically rely […]
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 conductor. They wrote the songs. They recorded the songs. They played the songs. An orchestra is very different, and a lot of businesses would like to think of themselves as […]
