Interviews

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.   

Patricia Corsi, Bayer Consumer Health’s Chief Marketing and IT Officer, reveals how the brand is using; data to increase access to healthcare services, technology to free up time for resources to focus on high value work, and test sustainable actions to address humanity’s most pressing challenges

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.

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 business.