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. We are living in a blender of change, which presents a challenge for brands that typically rely […]
Musician-turned-CX professional James Dodkins shares his views on the parallels between a musical keynote performance, and delivering a rockstar customer experience. “Metallica doesn’t need a conductor. They wrote the songs. They recorded the songs. They played the songs. An orchestra is very different, and a lot of businesses would like to think of themselves as […]
By 2025, more than 25% of Americans are expected to watch live sports digitally. While broadcast and cable networks have dominated the sports viewership market, there will soon be a new age. In an interview with Martechvibe, Rick Allen, CEO of ViewLift, spoke about the industry’s areas of disruption and growth, including the broadcasting and […]
“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 […]
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 […]
