Speakers Interview

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 […]

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 […]