Interviews

Picking bits from his marketing role at Domino’s Pizza, Mayank Singh presents the perfect culinary analogies to explain the know-how of the different facets of customer experience.

Brands wooing for Gen Z attention make the common mistake of “trying too hard to be 'cool' without genuine authenticity”. Instead, customers value brands that align with their values, and make a positive impact

Sipho Sepeng, Digital Customer Experience Design Lead at Nedbank, shares insights on aligning marketing and customer experience with digital evolution.

Can legacy brands bank solely on their reputation for trust and resilience in the digital age? Mariska Oosthuizen of Sanlam talks about changing expectations in the BFSI industry for customers and marketers.

Triya Govender, Head Of Marketing & Client Experience at Floatpays, talks about the central role of data in creating a more effective, human-centred client experience that drives retention and advocacy. 

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. 

Debbie Braney, VP of Marketing at Glassbox, cracks the customer feedback code, and discusses how markets can position their data-driven strategies to demonstrate impact.

What is the key to redesigning customer experiences in a changing world? Author and CX expert Olga Guseva shares insights on how to speak multiple languages for cross-functional teams and using the science of facilitation to consider diverse perspectives. 

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.

Nate Brown, Senior Director of CX at Arise, suggests linking positive life change with your customers to prove earned loyalty and share of wallet.