Interviews

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.

Steve Brauntuch spoke about how gaming is consolidating with content and entertainment and how brands are approaching younger audiences without disrupting the experience.

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.

Adrian Swinscoe discusses CX myths, the role of technology for customers and agents and the true meaning of customer-centricity 

Martechvibe spoke to Mostafa Kamel - Head of User Experience | Mrsool about how various technological advancements can help brands improve CX, omnichannel service, and CX strategies.

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.

Musician-turned-CX professional James Dodkins shares his views on the parallels between a musical keynote performance, and delivering a rockstar customer experience.

In an interview with Rick Allen, CEO of ViewLift, Martechvibe spoke about the industry's areas of disruption and growth, including the broadcasting and cable influence, private-equity deals, new revenue streams for content owners, and the impact on the fan experience.

“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 […]