Nancy Dafiewhare, Head of Digital Marketing at Phoenix Group, discusses the changing expectations of customers in the pension and saving sectors, and how decisioning engines can help brands engage with customers based on their behaviours and needs.
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.
Regulated brands such as financial institutions are expected to deliver the same frictionless experience as retail, says Donata Peksa, Head of Brand Experience at HSBC. She speaks about how marketers need to change the way they think to deliver to the new customer expectations. Do financial banks track quantitative customer data points and benchmark their […]
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 […]
Steve Brauntuch spoke about how gaming is consolidating with content and entertainment and how brands are approaching younger audiences without disrupting the experience. In mid-2021, Misfits Gaming Group (MGG) began its transition into a media company. The announcement came after a $35 million investment round which concluded in September 2021, led by a strategic investor […]
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. “Brands are an identifiable signifier that evokes […]
OSN has a robust strategy to offer consistent customer experience to Gen Z across multiple touch points, says Tamer Elsabrouti, Director of Customer Service at OSN, a subscription-based streaming service offering subtitled or dubbed content in Arabic. Martechvibe spoke to Elsabrouti about OSN’s CX approach for GenZ, challenges in omnichannel service. Excerpts from the interview […]
Adrian Swinscoe discusses CX myths, the role of technology for customers and agents and the true meaning of customer-centricity The era of differentiating oneself purely through exceptional products or services is long gone. The new-age customer wants a good experience above all things, and a poor customer experience can be the undoing of any business. […]
Martechvibe spoke to Abdulaziz Alshamsan, Founder & CEO of CXKSA, and the Former Executive Director General – Customer Experience, Ministry of Human Resources and Social Development, KSA, about what it takes to help decision-makers make the right decision at the right time. Customer feedback is essential to improve product quality, says Abdulaziz Alshamsan. Ahead of his […]
Martechvibe spoke to Hazem El Zayat – Chief Experience Officer at Memac Ogilvy, about measuring CX, negative CX, and the challenges of delivering omnichannel service. Realise, admit, and start correcting those mistakes by identifying the right solutions, says Hazem El Zayat, a speaker at the CX NXT – the customer experience summit taking place in […]
