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 […]
By 2025, more than 25% of Americans are expected to watch live sports digitally. While broadcast and cable networks have dominated the sports viewership market, there will soon be a new age. In an interview with Martechvibe, Rick Allen, CEO of ViewLift, spoke about the industry’s areas of disruption and growth, including the broadcasting and […]
“Here’s what I believe is an uncomfortable — yet indisputable — truth: You are in business to create and nurture your customers. Without customers — and especially without employees to create your products and to serve your customers — you have no business,” says Annette Franz, founder and CEO of CX Journey Inc. A firm […]
Customer service specialist Adam Toporek says that innovation is about how you approach the issue; technology may or may not be the answer. Adam Toporek, a Customer Service Expert for CTS Service Solutions, welcomes technology as it develops and believes in the value of providing personalised customer service. Toporek helps businesses succeed by rethinking the […]
International customer experience keynote speaker Dan Gingiss has a bone to pick with anyone who refers to customer experience as a soft skill. It is no longer a nice-to-have – it’s a must-have. “It is as important as your finance team, legal team, or anything that is a hard skill. And the reason is that […]
It starts with clearly focusing on the organisation’s brand purpose. Everything should align with that single brand purpose. When all departments have the same North Star and are working towards ensuring that CX is above all, the loyalty programme will directly resonate across all departments, says Jad Hindy, SVP of Marketing at Expo City Dubai. […]
