Interviews

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. […]

With the evolution in retail across the globe, the travel industry has witnessed waves of change too. Digitalisation is becoming the core of everything retail, and the travel sector isn’t untouched by it. Martechvibe spoke with Kathryn Wallington, Head of Middle East and Africa at Travelport, about the turnarounds in the industry, how the ecosystem […]

What distinguishes intelligent loyalty programmes from traditional rewards? Traditional rewards programmes are frequently based on cards and provide customers concrete benefits, such as a free item with every purchase or a prize for coming back. Simple psychology dictates that you gain more points by spending more money. A new breed of marketers is driving the […]

Transactional loyalty programmes are Loyalty 1.0. To step into the new era, Patrick Sim Senior Vice President- APAC, MEA, Epsilon, suggests driving sustainable customer engagement using data with the help of the right technology. Sim discussed how it is fascinating to observe that technology is transforming the marketing and advertising space. He believes marketers have heard […]

Think about planning a romantic dinner with your partner. It needs planning; you need to decide on the cuisine, ambience, time, location and other details like availability, past meals, allergies and perhaps mood even. Now, imagine doing this for your customers – all of them, all the time. Can technology help you get the right […]

As the weather changes, it is time to reflect on a customer grouse that may seem small now but has the potential to snowball.  “Low satisfaction scores, increasing complaint volume and negative response to surveys might indicate a poor experience. The reason could be something as simple as not targeting preferred channels,” says Kunal Badiani, […]

Microsoft brought a taste of what the future of mixed reality will look like to GITEX Global 2022, as the region’s premier technology exhibition got underway at Dubai World Trade Centre. Martechvibe spoke with Waseem Hashem, Go-To-Market Lead at Microsoft UAE, about the kinds of features at AI Everything to explain the existing trends driving […]

“Loyalty programmes are becoming value-led rather than just transaction-based. That’s the main differentiator between traditional and modern-day loyalty programmes that drive engagement through personalisation,” says Paul Wallis, Director of Growth at Epsilon in MENA. When Paul Wallis entered the loyalty marketing space, it was still revolving around reward programmes. Utilising his 12 years of experience […]