Interviews

If generative AI takes over many Tier 1 support interactions, contact centres should focus on training agents on both enhanced product knowledge for Tier 2 support, as well as the communication skills (soft skills) to handle emotionally complex customer issues, says Mike Aoki, President at Reflective Keynotes Inc

Jaslyin Qiyu, Head of Client, Digital Channels and Content Marketing at Citi Singapore talks about avoiding new solutions to become a white elephant. It’s imperative to establish a holistic adoption strategy involving power users and train-the-trainer concepts.

Stefanie Pipenhagen, Senior Manager, CX Europe at Lemonade, talks about the modern customer, and how financial companies should have a fully digital DNA to get the most out of technology.

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.