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Skit.ai, the global leader in Conversational Voice AI solutions, announced its position as the preferred choice for the U.S. Accounts and Receivables Management (ARM) industry. The company’s innovative Conversational Voice AI solution empowers collection agencies to streamline recovery processes and create data-backed collection strategies with millions of automated, intelligent, personalized, and context-rich recovery calls. “The […]
Know moreVerint (NASDAQ: VRNT), The Customer Engagement Company®, announced its new partnership with Eventus Solutions Group, a subsidiary of Tech Mahindra, to bring Verint Digital-First Engagement solutions to midmarket and enterprise businesses worldwide. As a value-added reseller partner, Eventus is committed to helping organizations worldwide unlock the full potential of Verint’s advanced Digital-First Engagement solutions, empowering their […]
Know moreWhat is all the Hype About Hyper-personalization and how to use it for B2B Growth Hacking What sustains any business is the number of customers it has; this is the main reason the marketing team is always going about attracting and converting new customers. You need customers and many of them to grow your business. […]
Know moreMany businesses use Salesforce, so it needs little introduction, suffice to say that there must be good reasons for it being the world’s most popular Customer Relationship Management (CRM) ecosystem. According to recent research, Salesforce employs 75,000 people and has an impressive customer list of 150,000 businesses using its core product. Amongst its many features […]
Know moreShopping for a car isn’t what it used to be. Especially during the pandemic when visiting a dealership in-person and test driving a car wasn’t an option. Many shoppers had to embrace the digital experience out of sheer necessity. However, in today’s digital age, it is just part of doing good business and those dealers […]
Know moreHi Miika, can you tell us about yourself and your background? I am the CEO of the smiley-faced feedback company HappyOrNot. I am passionate about technology businesses, growth and company cultures. Based in Tampere, I have been working as a leader for almost twenty years. My career began in the 2000s when I joined the Finnish […]
Know moreThis is a guest article by Harmanpreet Kaur, Digital Marketing Specialist at Knowmax Customers frequently would rather solve their own difficulties than speak with a customer service representative. By offering them ways to solve their problems, a brand may make their consumers’ interactions easier and reduce the effort they have to make. However, optimizing self-service […]
Know moreRetailers are working feverishly to optimize eCommerce operations for the 2022 holiday shopping season. This year, retailers will face new challenges brought about by excess inventory, inflation, and economic instability. But retailers can increase their odds of success with these e-commerce strategies to maximize holiday sales: Focus on Better Content to Reduce Returns The average […]
Know moreSugarCRM announced its inclusion as a Technology Innovator in the Gartner® Emerging Tech: Tech Innovators for Intelligent CRM Applications report for its SugarPredict offering that extends artificial intelligence and machine learning capabilities across its core platform. Click here to read the full press release. The report highlights technology providers that advance and accelerate the use […]
Know moreDigital KYC solutions enable obliged entities to automate KYC verification and streamline AML compliance. Using digital KYC software helps companies to save time, reduce costs, and provide a more convenient experience to their customers. What processes can you automate with a digital KYC solution? Digital KYC software is used to automate the following processes: Identification […]
Know moreSkit.ai, a U.S.-based voice AI software company, has been named a Bronze Stevie Winner in the Business Technology Solution: Artificial Intelligence/Machine Learning Solutions category as part of The International Business Awards. The award recognizes Skit’s Augmented Voice Intelligence Platform as an innovative technology solution that fuels effortless contact center conversations to manage customers’ needs more […]
Know moreHow financial brands can drive growth and loyalty through travel rewards Like many consumers, my purchasing habits changed during COVID-19. I went from buying the occasional shirt online to purchasing everything from a website. I was not alone. According to Digital Commerce 360, U.S. consumers spent $870.78 billion (about $2,700 per person in the US) […]
Know moreCustomer Experience (CE) is an essential component for any modern organization focused on accelerating growth and delivering amazing outcomes for its customers. For today’s CEO, that means you better be up to speed on the CE lingo and terminology that’s now de facto from the field to the boardroom. And it’s not just learning the […]
Know moreThe airline industry was one of the first to be impacted by the global pandemic, which created a turbulent 18 months of uncertainty and unprecedented disruption. During this time, there was a 65% decline in global airline passengers in 2020. And while countless flights were being canceled, airline customer communication was at an all-time high. […]
Know moreSkit.ai, the leading voice AI SaaS company, yesterday announced the establishment of its U.S. headquarters in New York City to expand its global footprint. Skit.ai has been building its U.S. presence over the last year, following a Series B funding round, to integrate its conversational voice AI solution with contact centers in an effort to enhance efficiency and elevate the […]
Know moreBELMONT, CALIFORNIA, UNITED STATES, May 17, 2022 – Guidde, the software enablement platform, is announcing today the launch of its new Start-Up Program, offering free access to its premium package for one year to qualifying start-ups. The program will enable emerging software companies to promote both internal and external knowledge sharing, boosting growth and saving time. As […]
Know moreChatbots and Conversational AI’s often get used synonymously. It would come as a surprise to many that they have a huge difference. Let’s delve deeper into it to learn more. How are Chatbots different from Conversational AI? Chatbots Chatbots are the combination of two words chat + bot. Chat is a term used to describe […]
Know moreWelcome to the Metaverse and Web 3.0, where facets of our physical and digital worlds collide to deliver value unlike ever before. You’ve likely heard about the Metaverse buzz by now. But trust me, the hype surrounding its potential is indeed real – extending far beyond Facebook’s brand marketing efforts or the latest and greatest […]
Know moreAccording to the Content Marketing Institute, content marketing “is a strategic marketing approach focused on creating and distributing valuable, relevant, and consistent content to attract and retain a clearly-defined audience — and, ultimately, to drive profitable customer action.” Incidentally, content marketing has been with us all along; it was there before the internet; it is […]
Know moreIn my experience working with both enterprises and budding start-ups, I’ve led product teams of all sizes and shapes. However, no matter what the structure is, they all share a common goal: Every product team needs to deliver solutions to solve a business problem for customers. Since providing an exceptional customer experience is a primary […]
Know moreOptimizing customer engagement and experience is a key focus for sales and marketing leaders, but a new survey shows that customers are leaving in droves – at a rate of nearly 1 in 2 in the US and 1 in 3 worldwide. It appears a Great Customer Resignation is upon us; but companies shouldn’t resign […]
Know moreHi Dorit, tell us about yourself and your background. I am the CEO and owner of Experity. Our company specializes in business transformation and customer experience to maximize efficiency and profitability. We work primarily with large organizations and do so from the strategic level to the operational and service aspects. We bring innovative solutions and […]
Know moreThe U.S. healthcare industry has gone through massive transformation since the coronavirus pandemic began in March 2020. With so much change, many healthcare providers and payers are wondering how consumers think and feel about their care experiences. The 2022 Healthcare Reputation Report took a closer look. We uncovered both good news and bad news for […]
Know moreHi Dan, Can you tell us a bit about Guidde’s founding background? Guidde was born out of challenges Yoav, my co-founder, and I experienced as product leaders, primarily how to deliver the necessary know-how to customers and partners alike, in order to drive product engagement. We both were dealing with complex products at the time […]
Know moreBusinesses in the Asia Pacific region are “set to outstrip other global regions in customer experience in 2022”, according to a new report by Adobe. The report, which was published prior to the ongoing war in Ukraine, cites COVID-19-induced changes to consumer mindsets and the rising share of purchases made in a digital environment as […]
Know moreCloudShare announced last week a new integration with the Salesforce platform, aimed at allowing sales departments to make better decisions based on customer data with the intention of boosting B2B customer experience. During the pandemic, CloudShare noted that B2B sales representatives were shifting to an online centric approach, with many of them turning to static […]
Know moreFour out of every five UK businesses are unable to scale their digital transformation plans to the fullest potential, according to a new report from NeosNetworks. Despite the advances in digital transformation made during the COVID-19 pandemic and the digital acceleration this brought, only 20% of surveyed firms said that they were in a position […]
Know moreHi Shirley, tell us about yourself and your background. I’m a customer experience expert with more than 15 years of CX management experience in various industries, including both B2B and B2C companies. Ever since I was 19, I’ve used some version of the phrase: “Hello this is Shirley from company X speaking, how can I […]
Know moreFirms that invest in customer experience early on have a great advantage over those whose investments come later, according to the new Adobe Digital Trends 2022 Report. The gap is widening each year, with over half of all marketing organizations surveyed citing the need to have “significant insight” into the journeys of new customers. The […]
Know more80% of consumers say they have switched brands in the past due to poor customer experience, a new research from Qualtrics has revealed. Over 40% of respondents said that they would possibly switch after only a single negative interaction with any one brand. Poor CX was the number one reason why those surveyed would switch […]
Know moreMore than 70% of customers seek out patient reviews when choosing a new healthcare provider, according to a recently released report by Reputation. The report, which surveyed more than 1,000 US consumers, found that women were even more likely than men to look for consumer feedback before signing on to a new doctor, with 80% […]
Know moreThe majority of organizations struggle to deliver seamless digital experiences across all points of the customer journey, according to a report by Gartner. Published in late 2021, the report highlights the failures of large organizations to unify engagement channels, with more than 50% reportedly falling short and having clunky CX that lacks context as a […]
Know morePowerReviews, a CX company specializing in user-generated content, recently published a report on how recency and volume of product reviews can affect purchasing decisions of consumers. Overall, 97% of consumers considered reviews to be important while making a purchase, with almost half of them wanting to be able to find reviews written in the last […]
Know moreMy old agency boss David Hunt posed quite the thought-provoking challenge when he wrote: “I don’t do digital banking, I don’t watch digital movies. Why do we put ‘digital’ before everything we do in healthcare?” Coming from the healthcare industry, one of the largest opportunity areas we’ve identified is in navigating the direct-to-patient retail landscape; […]
Know moreHi Raihan, tell us about yourself and your background. I have a bachelor’s degree in Operations Management that benefited me in understanding the end-to-end processes and process efficiency. In my major, I also learned a lot about operations research that is somewhat different from marketing research — which provided me with the skills I need […]
Know moreThe UK saw a massive rise in online spending during the COVID-19 pandemic, registering the highest percentage of online shoppers in MasterCard’s latest annual report. From January through September of 2021, over 26% of all retail shopping was done online, with March registering a high of 30%. These numbers only dropped in September after restrictions […]
Know moreHi Neeraj, tell us about yourself and your background. Hi, I am Neeraj. I am a Sr. Program director at PublicisSapient, a one of its kind digital agency that has been leading the charge on digital transformation for almost three decades now. I started working with Sapient, which is now part of the Publicis Groupe […]
Know moreWonderment, the provider of post-purchase customer experience solutions, announced earlier this week that it has raised $6M in a seed financing round for its SaaS platforms. The funding is reportedly going to be used to improve the company’s service of transparency in e-commerce using order tracking technology, aimed primarily at Shopify merchants in order to […]
Know moreHi Gregorio, tell us about yourself and your background. I am a specialist in Business Transformation, Innovation and Customer Experience. My cross-industry engagement for the development of the customer experience science (e.g., with my podcast “The CX Goalkeeper”, as a Judge at several international events, as a co-author of the global best-seller “Customer Experience 3”) and my […]
Know moreFor years, augmented reality (AR) technology was limited to tech-forward professions (like the medical industry or design space) and sports enthusiasts and gamers interested in immersing themselves in a different kind of world. However, AR has evolved quickly and now boasts a strong presence in eCommerce. Consumers are supplementing their brick-and-mortar visits with online shopping […]
Know moreHi Ali, tell us about yourself and your background. Hi, I’m Ali. I have over 11 years of experience in CX. I started my journey back in 2010 handling different touch points in the customer life cycle – sales, customer support, back office, complaints, and even counter support. Since then, I understand that the key […]
Know moreGovernment organizations across the US, UK and ANZ (Australia and New Zealand) have been unable to provide secure online services for their citizens to use, according to a new report by Auth0 and Market Connections. The 2022 Public Sector Identity Index, based on a survey of 850 IT and decision makers within government on both […]
Know moreHi Pooja, tell us about yourself and your background. I am a meticulous, results-driven and passionate customer advocate with over 22 years of experience in Customer Service, Digital and Business Transformation and Customer Experience Management across Banking, Telecommunication, and Airlines sectors respectively. I have worked as Chapter Lead – Digital Product Owner across multiple Digital […]
Know moreMedallia recently announced its acquisition of Thunderhead, a company specializing in real-time interaction management and customer journey orchestration. The acquisition aims to combine the two’s strengths to boost customer retention and brand loyalty, and is set to close in the first quarter of this fiscal year. Medallia aims to use Thunderhead’s technology to “power individualized […]
Know moreAs people give more of their personal information away online, protecting this data and user credentials remains more important than ever, particularly for those involved in digital commerce who look to achieve the optimal balance between providing a strong and secure customer experience. This is no longer an either/or proposition, and increasingly, a practice called […]
Know moreReputation announced today that it has closed a $150 million minority growth funding round. This comes at the same time as Reputation passing $100 million in annual recurring revenue (ARR), a SaaS industry indicator that reflects yearly subscriptions. “More and more companies are pushing the envelope on wanting more information on the Voice of the […]
Know moreHi Tabitha, tell us about yourself and your background. I am fortunate to do something that I love – driving human centered change that makes experiences and businesses better. I have successfully built five global customer experience practices from the ground up and I am the Vice-Chair of the Board of Directors for the Customer […]
Know moreGen Z customers, currently aged 18 to 24, have less trust in insurance providers than any generation before them, according to a Property & Casualty Insurance Report by Verint. Over 30% of respondents said they had considered switching to a competitor, with older generations only reporting a figure of around 10 percent. They also said […]
Know moreHi Anupam, tell us about yourself and your background. I have a total of 16 years of experience in the software industry. I worked as a coder for the initial 7 years of my career in companies like Microsoft, Motorola & Cadence and now for the last 7 years, as a product manager. I’ve been […]
Know moreHi Sandra, tell us about yourself and your background. Hi, I’m Sandra. Thank you so much for inviting me to this interview. I have worked in the CX space in SaaS for the last three years. It has been three years of fun and a lot of learning. The CS and CX community are fantastic […]
Know moreThe UK’s National Cyber Security Centre (NCSC) has emphasized the need to protect against ransomware, described as “an immediate danger” to enterprises of all sizes by Lindy Cameron, the Head of the NCSC in a recent interview. Given the scale of the breaches that occurred in 2021, with both the multinational software company Kaseya and […]
Know moreHi Florent, tell us about yourself and your background. Hi, I’m Florent. I am 26 and have three years of experience in the CX field. My daily work consists of leading a team of around 15 CX employees that address various demands from both our clients and agents. Before starting at Batmaid, I obtained a […]
Know moree-Commerce leaders are switching focus in the run up to 2022, with many executives looking towards cost-efficiency and data usage. The ecommerce-based SaaS platform Namogoo recently released its Annual Global eCommerce Leaders report, based on a survey of “200 senior eCommerce managers conducted during November 2021, conducted with executives from companies of different sizes”. The […]
Know moreHi Mike, tell us about yourself and your background. I am Mike Flache — an advisor and mentor, former entrepreneur, and angel investor. Together with talented teams, I build digital businesses worldwide. Onalytica’s analysts named me one of the top-10 global thought leaders in digital transformation. I help high-tech innovators in Silicon Valley, Europe, and […]
Know moreHi Fernando, tell us about yourself and your background. I am Fernando Sierra, an Industrial Engineer with two master’s degrees, an MBA in Finance and a master’s in Marketing with a focus in Brand Development. I have been working in leader institutions over the last 20 years. Ternium, a steel manufacturing leader in Latin America, […]
Know moreWhat customers want, customers get. And if they don’t get it from you, they’ll get it from someone else. So, you’re probably devoting a lot of time and energy on customer experience initiatives—most companies are. After all, if you’re not providing a seamless, intuitive process free of hassles and delays, it doesn’t matter how wonderful […]
Know moreeCommerce websites have been around for three decades now. They’ve evolved from simple online experiences for desktop users to complex ones designed for an intricate matrix of online and offline customer touchpoints. The demand for personalized digital experiences has grown exponentially over the past decade. A 2017 survey by Epsilon Data Management found that 80% […]
Know moreHi Catherine, tell us about yourself and your background. My education background is in: Master of Arts (MA) in International Relations, Bachelor of Arts B.A (Anthropology), University of Nairobi. I have a Certificate in Leadership and Management Development from WITS Business School, Johannesburg SA. I’m a certified Quality Management System Lead Auditor by Bureau Veritas […]
Know moreHi Renan, tell us about yourself and your background. I grew up in the state of São Paulo, Brazil, where I completed my first levels of education, including two technical studies and three language courses, in addition to my normal college studies. After moving to Europe, I studied International Business Administration in the Netherlands and […]
Know moreHi Joanna, tell us about yourself and your background. I’m Joanna Milliken, newly appointed CEO of customer engagement platform Emarsys and head of CX Marketing solutions for SAP. Over the course of my career, I’ve led sales, services and support, marketing, and product organizations from inception to scale. I got a great foundation in marketing […]
Know moreHi Marleen, tell us about yourself and your background. My name is Marleen, I am 42 years old and living in the area of The Hague in the Netherlands. I live there with my husband, my kids, and two dogs. I love traveling (which I really miss during COVID), being outdoors, walking the dogs, running, […]
Know moreHi Parry, tell us about yourself and your background. I have long had a passion to create something that combined the power of language with technology. I think this interest may have been inspired by my parents – my mother was a language teacher, and my father was a physicist-turned-inventor who took an AI product […]
Know moreWhen looking ahead at the future of digital commerce, it’s important for e-commerce businesses to assess what worked in 2021 and what they can improve upon in the new year. This is key as 2022 is aiming to be a banner year for e-commerce. According to eMarketer, retail e-commerce sales will exceed $1 trillion in […]
Know moreHi Jerry, tell us about yourself and your background. My background includes a 30-year United States Air Force career, reaching the highest levels of enlisted leadership. During my time in the military, I was able to rise to the highest levels by having a servant-leadership mindset. Understanding that my success was dependent on the success […]
Know moreHi Doron, tell us about yourself and your background. As a Mechanical Engineering major, I began my academic journey while living in the United States. During my first year, I also started working as a tour guide for the Dean of Student Life and found I enjoyed working with numbers, but preferred interacting with people. Four […]
Know moreHi Luiz, tell us about yourself and your background in the customer experience space? I am a radio broadcaster and an actor by training. I saw in this career the opportunity to bring art into people’s lives. And by luck or fate I was guided through life to follow in the footsteps of Customer Experience. […]
Know moreHi Lawrence, tell us about yourself and your background. I’m originally from Montreal but have lived and worked in multiple locations across the country, and throughout the US and Europe. My first passion was music at McGill University, from where I jumped into motivational psychology, and ultimately, the sciences. Armed with that knowledge, I started […]
Know moreHi Joelle, tell us about yourself and your background. I have a varied background that includes sales, customer service, project management, change management, process improvement, and leadership of all of the above. I have a degree in Business Administration and Project Management from the DeVry Institute of Technology, and several certifications and training in projects, […]
Know moreDigital transformation has become a necessity for organizations to stay competitive in today’s world, especially in the post-pandemic market. A recent report by the World Economic Forum states that digital transformation has the potential to add $100 trillion by 2025 to the world economy. Now what is digital transformation, and more importantly what is it […]
Know moreFrost & Sullivan’s latest white paper, titled Driving Faster Innovation: The Evolution of BAnking and How It Is Using Emerging Technologies to Be Future-ready, discusses how banks use digital tools to improve customer experience and allows for a more personalized approach. The paper’s first section outlined the strategic goals of banks with their use of […]
Know moreHi Hussein, tell us about yourself and your background. During my 20-year career, I have been able to demonstrate astute leadership, career growth, corporate success, strategic thinking as well as building a personal brand (through thought leadership and conference presentations) – all of which were achieved by working for great companies and with great talents. […]
Know moreAs we get closer to 2022, it’s time to reflect on the successes and failures of the past year. What did we learn? What can we improve? How can we find new ways to excel and drive effort into building deeper and longer lasting relationships with our customers? These are all top-of-mind questions for business […]
Know moreHi Abu, tell us about yourself and your background. Hi, my name is Abu Yousuf, and I am based out of Bangalore, India. A failed start-up founder and Innovation enthusiast, I am keen on learning advancements, tools, and technologies that help solve niche business problems and optimize CX across industries (preferably in B2C environment). Over […]
Know moreReputation, the UK-based reputation management organization, released earlier this week its annual retail industry report, which takes a look at industry trends from the past 12 months in both the UK and the US. The report emphasized the need for digital engagement, with online reviews and the Google Business Profile (formerly known as Google My […]
Know moreHi Christina, tell us about yourself and your background. I’m a Senior executive, currently serving as Head of Digital Transformation & Special Projects at doValue Greece. doValue Greece is an independent loan and real estate management company, a market leader in Greece, and part of the doValue Group. I have a strong technical background and […]
Know morePredictions abound for the next year. Often, we go into the year feeling optimistic about what it holds, even if it is cautiously optimistic which is a better term to describe how many of us feel after 2020 and 2021. For the business world, there were some overwhelming themes to prepare for the next year […]
Know moreHi Alexis, tell us about yourself and your background. My name is Alexis Wolfman, I was born in Buenos Aires, Argentina, forty something years ago. I’ve lived in Canada for the past 12 and have a beautiful family. My interests are quite broad but pretty standard. Besides my knack for tech stuff, I channel my […]
Know moreHi Renata, tell us about yourself and your background. I am Renata Devčić, with an extensive 20+ years’ background in finance and fintech sector on an international scale. My finance background started in one of the biggest financial groups, Intesa Sanpaolo, continuing with the centralized payment tech, Intesa Sanpaolo Card. I have been working for […]
Know moreHi Michael, tell us about yourself and your background. Hi, I’m Mike. I have over 11 years of experience in CX, marketing and branding across sports, retail, finance, and media. My experience has enabled me to build expertise in content creation and strategy, loyalty, storytelling, brand management, customer behavior, UX and multi/omni/cross-channel. I’m currently a […]
Know moreHi Saquib, tell us about yourself and your background. I have over 12 years’ experience in the field of IT, I started my customer experience career 7 years ago. I have a degree in Electronic Engineering, along with a Master’s in Supply Chain. How did you start working in the customer experience space? An opportunity […]
Know moreMy career in CX began unintentionally when I tried to answer what seemed a simple question: Why don’t people do as we expect or tell them to? At the time, I was in the Fire and Rescue Service, and we wanted to understand why people did not follow our advice when they encountered a fire […]
Know moreHi Sivakumar, tell us about yourself and your background. I started my career as an electrical engineer commissioning machines at an automotive glass manufacturing plant. Bit by the software bug after having spent time automating conveyor belts at the plant, I shifted to the IT industry, becoming a software developer. Here is where I started […]
Know moreRaconteur, a London-based business analysis organization, recently released its Digital Transformation Report, which contains an emphasis on sustainability and the digital carbon footprint. The report warns that whilst digital transformation improves business it also leads to increases in climate change thanks to the use of modern technology. Figures reported show that over 26 billion metric […]
Know moreCustomer experience is a topic that has been discussed by many in the SaaS industry for years. In recent years, it has grown in recognition in other sectors and continues to gain momentum as a critical business strategy. Customer experience is not just a concept or a team in one part of the organization but […]
Know moreHi Kheara, tell us about yourself and your background. I am an overly energetic and enthusiastic individual, that thrives in a position that has an unusual blend of data analytics, creativity, and engagement with people. My current role at Fairtree as a Client Experience (CX) Manager ticks all those boxes for me which is just wonderful. […]
Know moreThere’s always buzz around customer experience – how to do it right and what are others doing about it! It is for this reason that Word of Mouth can be one of the most impactful forces of change when it comes to marketing. Recommendations, reviews, stories, anecdotes, all have the power to make or break […]
Know moreHi Martha, tell us about yourself and your background. Thanks for asking! I got into customer experience by an all-too-common route. I was tired of lame, insane, and downright maddening experiences with companies. But because my background is in science and operations, I knew that with the right metrics and measurement strategies, all companies could […]
Know moreHi Mona, tell us about yourself and your background. My name is Mona Ali. I have over 12 years of experience in software development and data analytics. Currently, I am the Head of Support at Jathwa Technology, I have been working there for five years. Before that, I was working in Software Engineering at Ejada […]
Know moreHi Ricardo, tell us about yourself and your background. I’m Ricardo, a 32-year-old consultant at Oracle Brazil. I live in São Paulo where I was born and raised, and now during the pandemic I moved with my wife, my pet dog and cat to a new apartment where I can work remotely more comfortably and […]
Know moreThe UK-based IT specialist Pure Technology Group (PTG) has announced they are embarking on a £500,000 ($666,000) digital transformation project to update its internal infrastructure, using comprehensive Customer Relationship Management and Enterprise Resource Planning platforms. PTG, founded 14 years ago in Leeds, England, was acquired by the Fulcrum Technology Group earlier this year. The terms […]
Know moreForters has released their Annual eCommerce Revenue Optimisation (AERO) reports for 2021, offering an insight into the impact of falsely declined transactions from new customers across industries. Split into the categories of Apparel and Accessories, Food and Beverage, Home and Garden and Health and Beauty, the reports showed a worrying trend across industries for businesses […]
Know moreHi Christopher, tell us about yourself and your background. I’d have to say that I’m probably like a hybrid CX practitioner and content strategist. Simply put, I like helping companies build stronger ties with their stakeholders via content. Been doing that professionally for about just under 10 years, and probably been focused on CX for […]
Know moreThe bright lights of 2022 are nearly in sight and that means new opportunities, and new ways to succeed in our work and play. That always means some change is needed after a successful effort, we can’t keep doing the same old tricks, so change is upon us. Technology is at the forefront of everything […]
Know moreVerint, the customer engagement platform, recently announced their newest product addition, AI-driven real-time agent assist capabilities added to their Verint Customer Engagement Cloud Platform. The new capabilities are reported to include in the moment knowledge and real-time sentiment analysis, designed to assist in customer engagement and satisfaction. AI capabilities have increased greatly over the past […]
Know moreHi Ines, tell us about yourself and your background. Hi, my name is Ines, I am a German citizen but have lived a good part of my life abroad in Brazil, Australia and Japan. Before entering the B2B marketing space, I worked in theatre and film production. For the last 20 years I have been […]
Know moreEvery email in your inbox addresses you by name, your “suggested” list is filled with products that consistently catch your eye, and your shopping apps frequently notify you about tempting personal rewards. As the brand-customer relationship becomes increasingly familiar, personalization tactics are getting progressively more detailed and creative. However, the convenience and enjoyment of hyper-personalization […]
Know moreIn the “State of Security Within eCommerce” study carried out by Imperva Research Labs, it was found that more than half (57%) of cyber attacks on e-commerce websites were carried out by bots in 2021, compared to the mere 33% that other industries faced. The study, based on a 12-month period, recorded spikes in web […]
Know moreHi Debbie, tell us about yourself and your background. My name is deBBie akwara. I am an African and specifically, a Nigerian. My country, Nigeria is one of the top 10 richest African countries ranked by GDP and primary export. With 20+ years of experience in CX, I am often described as Africa’s leading customer […]
Know moreIn an open letter to members of the UK’s NHS Trust, Sajid Javid, the Secretary for Health and Social Care for the current UK government has stated that: “The NHS must play [a vital role] in achieving our shared ambitions on climate change and the environment”. The open letter links to the Dept. for BEIS’s […]
Know moreHi James, tell us about yourself and your background. I am a visionary leader with 23 years of experience in IT operations, global infrastructure, project management, digital cloud transformation roadmaps, and data-driven solutions implementation across various domains. I hold 5 AI & Cognitive Science patents and am the Founder of 13+year Ontology Group. My skill […]
Know moreInnovaccer Inc., a San Francisco based healthcare technology company, has released the 2021 edition of its report titled “The Science of Digital Transformation in Healthcare and Why It’s Vital for Payer-Provider Collaboration.” The document is a 14-page report compiled from more than 4,000 U.S. healthcare professionals’ views during the first six months of 2021. Within […]
Know moreThe best cure is prevention, or so the saying goes. This holds true for areas like customer experience too, with predictive analytics being one of the best tools available to brands. By measuring and tracking the data of customer behaviors, companies can be quick to proactively cater to customers’ needs; often getting ahead before those […]
Know more“Our partnership with CXBuzz, which has a uniquely global approach and interviews CX experts from all continents, is instrumental in advancing our mission,” said Ricardo Saltz Gulko, one of the founders of ECXO. CXBuzz, the emerging online news publication that focuses on customer experience, has joined forces with the European Customer Experience Organization (ECXO) as […]
Know moreHi María, tell us about yourself and your background. My name is Maria, I am the current partner and director of Lukkap Data & Analytics. I have been working at Lukkap for ten years. At university, I studied Law and Business Administration and Management in Madrid (ICADE University) and completed my education with an Executive […]
Know moreHi Vas, tell us about yourself and your background. My name is Vas Alli and I have over 15 years of experience in the pharmaceutical, TMT, CPG, and life science industries. I currently lead corporate strategy for the Verizon Consumer Group. Prior to this role, I served as Chief of Staff to the Head of […]
Know moreHi Rick, tell us about yourself and your background. I am the Head of Customer Experience for Roche Diagnostics for the region EMEA-LATAM. I love to delight our customers. For me, this starts with understanding their needs and exploring with them what is driving them. By doing so, we can make changes to make their […]
Know moreHi Daniel, tell us about yourself and your background. I am a consultant, author, and public speaker in the field of customer experience. For the past 30 years, I have worked as a customer experience consultant (including user experience) for companies in a wide array of industries, including finance and banking, pharmaceuticals, insurance, tourism, transportation, […]
Know moreTwitter recently released its Q3 figures, with data showing a revenue jump of 37% to $1.28 billion. While eye-catching, it was CEO Jack Dorsey’s comments on future investment that caught the eye of many participants in the 2021 Q3 Earnings Conference Call. When giving his initial comments on the report, Dorsey said: “We continue to […]
Know moreWhile the face of shopping has been forever changed by the onset of online marketplaces, computerized warehouses, automated tracking, real-time reviews, and all the general facets of eCommerce, the customer remains at the heart and center of the experience. The sector may have opened a new avenue, adorned with convenient Buy Now buttons, timely reminder […]
Know moreHi Josephine, please tell us a bit about yourself. I’m a fraction C-suite professional, former Franchise group CEO & COO, now working with organizations in the space around CX & Continuous Improvement as a holistic strategy and working on sustainability in business growth and developing strong culture in their people. My work over the years […]
Know moreNobody wants to be bothered with irrelevant offers, emails, or texts, but we all love to see product offerings that fulfill our needs and solve our problems. While most businesses like to think they are offering a tailored solution, they often resort to generic and standardized practices that many customers dislike. Why? It’s perceived to […]
Know moreHi Mustafa, tell us about yourself and your background. I was born in Sakarya in 1978 and graduated from Istanbul Technical University Aeronautical Engineering Department. I started my banking career in 2008 at Kuveyt Türk Information Technologies as a System Analyst. Most recently, I’ve been working in the Process and Experience Center directorate and I […]
Know moreHi Amanda, tell us about yourself and your background. Sorry, here’s the “LinkedIn” stuff: I’m an innovation leader who leverages human-centered design (HCD) and customer experience (CX) methodologies to foster cultures of innovation. As NuAxis’ Director of CX, I scale CX across the entire company to bring CX value to customers. Prior to my work […]
Know moreAt the recent Total Telecom Congress 2021, Netcracker Technology’s SVP of Strategy Ari Banerjee spoke emphasized the need for collaboration and innovation in digital transformation with the aim of creating a consistent digital experience for customers. Discussions included challenges around complex digital transformation issues, collaboration in a partner centric system and more. In a recent […]
Know moreHi Rahul, tell us about yourself and your background. I am currently leading Bharat Petroleum Corporation Limited’s ambitious Digital Transformation journey to provide the nation with a unique digital experience in a greatly commoditized petroleum industry. His areas of expertise include driving highly successful business transformation initiatives at BPCL. He is responsible for designing and […]
Know moreThis week, Microsoft released a number of new CX tools, including the Customer Experience Platform, voice and SMS integrations, and more. The CX Platform exists as a series of integrations between the company’s Dynamics 365 Marketing and its Customer Insights platform, which focuses on customer data. Tony White, founder of Ars Logica, said that: “The […]
Know moreHi Raghav, tell us about yourself and your background. Hello! I am Raghav, I am part of the Customer Experience and Advocacy team at Expedia Group (EG), based out of London. My job is to instill customer-centricity across the various product teams in the company with an end goal to improve the quality of experience […]
Know moreHi Raul, tell us about yourself and your background. I’m an experience designer, and the founder of UMUNTU CX DESIGN in Miami, Florida. I’m also the author of the book Beyond Customer Experience, with a foreword by Don Peppers. How did you start working in the customer experience space? My first steps were back then in the […]
Know moreHi Gautam, tell us about yourself and your background. I am an engineer who works in management and changes mindsets and thought processes of people and companies. I am the designer of the bottom of the Coke and Pepsi PET bottles. I worked for a Fortune 50 company in the United States for 17 years, […]
Know moreHi Kelly, tell us about yourself and your background. I’m a Brazilian designer advocating for a human-centered mindset to influence business objectives and product decisions. I have a Master of Science (M.Sc.) in Architecture and Design at the Architecture and Urbanism College of University of Sao Paulo (FAU-USP). I also hold a bachelor’s degree in […]
Know moreHi Anne, tell us about yourself and your background. I’m a 21-year veteran of CX Strategy with a career spanning consulting and industry. How did you start working in the customer experience space? I did my MBA summer internship with Peppers and Rogers Group, an early innovative agency in the CX space. At the moment, […]
Know moreHi Esteban, tell us about yourself and your background. I went through many departments in different agencies until I found my haven in data. When I was younger (I already reached that stage), I discovered that I had an immense curiosity for what surrounded me… I was curious about everything. That defined me as a […]
Know moreHi Joanna, tell us about yourself and your background. Hi – I am the Customer Experience Client Principal at RingCentral. Customer Experience is my passion. I love to continually push the boundaries and improve the customer experience throughout the entire customer lifecycle — from marketing & customer acquisition through the sales and support. I am […]
Know moreHi Matthew, tell us about yourself and your background. First of all, many thanks for asking me to participate. I am British but have lived overseas for the last 25 years — mostly in the US, but also in South America, Europe, and Asia — working in the energy sector, specifically on the marketing side, […]
Know moreConsumers have ranked the health of the planet at the top of their priorities for the food and beverage industry in 2022, shows a new survey by Innova Market Insights. The consumers placed the planet’s health even over their own personal health. The company has published the Top Ten Trends for 2022 earlier this month. […]
Know moreHi Yvette, tell us about yourself and your background. I joined John Holland in 2019 as their inaugural Director of Customer Experience for Transport. In this role I have been able to pave the way for improving customer experience across multiple modes of transport positively affecting millions of customer journeys every year. Prior to John […]
Know moreThe U.S. Army, while not formally operating like a business, is certainly a huge operation. This month, the Army has announced that it will embrace digital transformation, releasing a digital transformation plan that aims to synchronize all of its technology and “better posture itself for multi-domain operations” according to the service’s chief information officer. “This […]
Know moreHi Pedro. How did you first start working in the CX space? It was 2019 and I had been working at a strategy and innovation consulting company here in Brazil; one of our partners asked me to work with them helping both developing and designing teams to better work alongside projects regarding digital transformation. It […]
Know moreRobinhood, the booming stock trading app, has announced it will boost its customer service with a dedicated 24/7 phone service. Robinhood’s intention behind this is to enhance the overall accessibility of their platform, as well as helping consumers better understand how to navigate the markets. The 24/7 help feature enables consumers to request a call […]
Know moreHi Sergio, tell us about yourself and your background. Hi, I am a customer-focused senior manager with 20+ years of experience in the service environment in a multinational company and a believer in the humanization of the business. I’ve worked in the field, in direct contact with customers and technicians, at the headquarters of an […]
Know moreHi Bruno, tell us about yourself and your background. Hello CXBuzz readers, it’s an honor to participate in this interview! I’m very passionate about what I do, which is understanding people as customers, understanding their needs and desires, and building the best relationship that can exist between a company and a customer. I am Brazilian, […]
Know moreHi Bryan, tell us about yourself and your background. For more than 20 years, I have been helping transform consumer and technology industries worldwide. I have launched and scaled industry-changing technologies and services in high-growth businesses throughout my career in IT, services, sports, media, and retail technology. I also love to talk, and I am […]
Know moreHi Priyama, tell us about yourself and your background. I utilize design-led innovation to improve people’s experience with a product, service, or ecosystem. They may be customers, employees, or stakeholders. This eventually results in better business outcomes for my clients. I work in Boston as the Vice President of Experience Strategy at Merge, an integrated […]
Know moreThe job of delivering a unique and exciting customer journey has never been easier with the tools we have access to now — namely social media, general web analytics, and CRM systems. Yet, there are still areas where all these data points and insights are treated as singular, one-dimensional, or irrelevant data. But we’ve seen […]
Know moreHi Marcelo, tell us about yourself and your background. An engineer by trade, I quickly evolved into an enterprise software salesman. I have jumped from Big IT to start-ups, so I’ve experienced the key issues and drivers of CX from different perspectives. Over the past five years, I have been on the SAP Customer Experience […]
Know moreWhat is happening in the customer experience world this week? At CXBuzz, we closely follow the industry, monitoring recent hires and promotions. Emarsys Promotes Joanna Milliken to CEO Emarsys has appointed Joanna Milliken as the company’s new CEO starting at the beginning of October. Joanna was formerly head of customer experience marketing, and will use her […]
Know moreHi Liliana, tell us about yourself and your background. I am a New Yorker and an immigrant from Bulgaria. My story includes being on Wall Street during the liquidity crisis and building an impactful career in the aviation world through diverse experiences in JetBlue Airways. When it comes to a plane, there is nothing I haven’t […]
Know moreHi Bea, tell us about yourself and your background. Talking about my experience is really about talking about my interests, because little by little I have been looking for what I am passionate about doing. I studied communications, marketing, and now I’ve pursued an MBA. During these past 11 years, I have focused on providing […]
Know moreHi Luke, tell us about yourself and your background. I am the founder and CEO of FirstRoot, a Benefit Corporation devoted to creating great economic equality. My previous company, Conteneo, was an enterprise software company that helped global companies manage investment portfolios using Participatory Budgeting. Now I am leveraging the experience I gained working with […]
Know moreHi Silvana, tell us about yourself and your current role. I am the founder and CEO of Buljan & Partners Consulting in Madrid, focused on making companies a better place for customers and employees. Next year will mark 20 years in the business and proud of the achievements our customers have made in their organizations. […]
Know moreHi Chaman, tell us about yourself and your background. My fascination with customers — their wants, needs, and expectations — began many years ago. By the time I was twelve-years old, I had grown my very own portfolio of daily, weekly, and monthly customers to exceed the magic number of our days, one hundred. Now, […]
Know moreHi Eric, tell us about yourself and your background I’ve had a 25-year career leading or consulting on Voice of the Customer and Customer Experience functions. I’ve led global programs in the high-tech space with Compaq and HP as well as the travel and hospitality industry with Avis Budget Group and Hertz. I also had […]
Know moreHi Valerie, tell us about yourself and your background. I started out with an education (MBA) in Finance and Marketing thinking product management, but the downturn in the economy set me into technology. Starting at ATT, I learned how technology and marketing /sales could mesh and with the basis of my “psychology meets technology” bent […]
Know moreNetflix has been known to be one of the best companies when it comes to customer experience (CX) capabilities. This begs the question of how. We’ve gathered some thoughts on how Netflix is at the forefront of providing effective and attractive customer experiences from some of the CX experts we’ve interviewed in our Interviews section. […]
Know moreHi Codruta, tell us about yourself and your background. I graduated from college with a degree in business informatics. I started working at SAP right after graduating, roughly 9 years ago. I did the ABAP academy and got my ABAP certification diploma. Shortly after, I started working in the CX space, doing custom developments for […]
Know moreFactor4, a gift card and loyalty solutions provider, has announced a collaboration with SavorConnect, cloud-based e-commerce solutions platform, to introduce omnichannel gift cards on Shopify. The gift cards will be valid for both online and in-store purchases. “Few firms offer true omnichannel gift cards; even fewer also give merchants a choice of payment processors,” said […]
Know moreHi Priyanshu, tell us about yourself and your background. I come from an IT Consulting background with a little over a decade of experience in providing solutions in the digital transformation space. I have also manged cross platform online consumer-facing products. I’m an advocate for improving CX by using a unified digital strategy, which should […]
Know moreZoom Video Communications Inc., the popular video-conferencing platform, has announced that their merger with Five9, a cloud service provider, has been mutually terminated. The multibillion dollar merger was initially announced in July of this year, but was called off after less than three months. Five9 was featured in CXBuzz’s Landscape Map as one of the […]
Know moreWhen was the last time you were truly impressed with a company as a customer? When, where, and why? The mere fact that you had to think about it for a while — or maybe you are still thinking about it — is proof enough of the sad reality. There is a lot of talk […]
Know moreHi Marie, tell us about yourself and your background. I’ve worked in the retail industry for over 10 years. I discovered the user experience sphere during my first professional experience as a merchandising project manager. Eager to be in charge of omnichannel projects, I decided to work as an IT consultant and develop my technical […]
Know moreHoliday shopping is in full swing, and we know this because nearly 1 in 5 (19%) consumers are shopping earlier to avoid shipping delays this season. Because of this, it’s predicted that the “holiday hangover” season of returns will begin earlier than expected, which means it’s crucial that retailers begin to think about what their […]
Know moreHi Alexis, tell us about yourself and your background. I am a proud e-redisent of Estonia, the world’s first digital nation, entrepreneur, speaker and teacher. I wrote a book on why services fail; it’s in Spanish and you can download or buy it here. We are working on the English version. I spend my time […]
Know moreHi Stefanie, tell us about yourself and your background. I was a marketer before I even knew I had a passion for marketing. I was the kid watching the TV commercials more intently than the TV shows my family was watching. I started my career in affiliate marketing and consumer marketing helping users engage with […]
Know moreHi Dario, tell us about yourself and your background. My name is Dario, I am Italian but I left Italy over 10 years ago. I started working in Italy, but then I moved to London, from there to Jamaica, and now I am in beautiful Ghana. I have a master’s degree in Telecommunication Engineering but […]
Know moreOver the last couple of decades, there has been a lot of research on what customer experience is and what goes into creating a stellar experience for the consumers. The research across the world has provided us with many insights on how companies can improve their customers’ experience in relation to their services and products. […]
Know moreHi Marcos, tell us about yourself and your background. I am Brazilian, I am 51 years old, and I have lived in Asunción, Paraguay, for 27 years. My non-negotiable values are humanism, humor, and justice. My education is “non-linear”: I studied Electronic Engineering and Psychology, but my areas of work have always been innovation, entrepreneurship, […]
Know moreHi Aaron, tell us about yourself and your background. I am a passionate traveler and really love working in this space. Unlike other careers, you may not necessarily get to see needles move everyday. In CX you get to be involved in all facets of an organization and can easily measure the success of the […]
Know moreHi Arttur, tell us about yourself and your background. Hello, I’m a Brazilian guy who first graduated in tourism (what most brings experiences than trips, isn’t it?). Later, I started to study system development (specifically Java), but I hated programming. Today, I have a degree in Production Engineering, as well as an MBA in Business […]
Know moreReach3 Insights, a market research platform, has partnered up with Rival Technologies to launch a new customer insights (CI) tool to help brands boost customer retention. The new tool was created in response to the massive shift in America’s changing brand loyalties during the COVID-19 pandemic. The solution, named “New Customer Experience,” entails a messenger […]
Know moreHi Ilaria, tell us about yourself and your background. I love exploring, traveling, discovering new places and cultures and most importantly I’m a food lover, obsessed with pizza and pasta. Can you tell I’m Italian? But I have another obsession: customers, making sure they get the best experiences across the journeys. I’ve been working in […]
Know moreOnline sales totaled $4.28 trillion worldwide in 2020. Experts at Statista also predict that this figure will rise to $6.388 trillion in 2024. This is great news for eCommerce, meaning the steady popularity growth of online stores. At the same time, competition will increase. Even one click can matter, either leading to a purchase or […]
Know moreHi José, tell us about yourself and your background. I defined myself as a strong believer in the use of technology to help people. Passionate about enhancing the customer experience with a special focus on the digital transformation of their business, attending a Ph.D. in Telematics Engineering, with an MBA in Marketing and Sales and […]
Know moreHi Alysson, tell us about yourself and your background. My name is Alysson Rodrigues, and I am a Product Manager, and Digital Business Senior Analyst at Banco do Brasil (Bank of Brazil), the most traditional bank in Brazil with over 200 years of operation and one of the biggest financial institutions in Latin America. I’ve […]
Know moreOn Tuesday, October 5th, 2021, the world celebrates the annual CX Day, which was recognized by the US Congress and was founded by the Customer Experience Professionals Association (CXPA). How is our community celebrating this special day? Here are a few ideas and appointments you might not want to miss. First of all, companies and […]
Know moreWelcome to the first edition of CXBuzz’s Customer Experience Landscape Map. This project is meant to be a snapshot of the CX industry, aimed at capturing the most relevant market segments and companies that operate in the field of customer experience. In this year’s list, we have included 60 companies divided between 10 market segments. […]
Know moreHi Nicolas, tell us about yourself and your background. Well, I am forty-seven years old, I’m married and I’ve got two children. I studied Industrial Engineering and I also have a diploma in Technological Services Management. I have worked in the telecommunications industry for seventeen years, reaching managerial positions in Customer Care Processes and Project […]
Know moreHi Saurabh, tell us about yourself and your background. I am a global digital transformation leader, looking to make a direct impact on organizations and clients I work with. I am responsible to drive a strategic focus on building and scaling framework for innovation and technology-led transformation and help businesses achieve their strategic objectives and […]
Know moreHi Michael, tell us about yourself and your background. I began my career at SAP over 10 years ago, and have held a variety of ‘cloud-based’ roles (i.e. Sales, Process Owner, Customer Advocate, Support Liaison, Pre/Post Sales process mgmt and Vendor Ops lead to name a few). Not to mention, 10+ years in the Financial […]
Know moreHi Mayte, tell us about yourself and your background. I was born and raised in Mexico and, throughout my personal and professional life, I’ve had the opportunity to take part in international experiences that helped me grow and better understand the differences on human behaviors. Before graduating, I did and internship at Cinépolis’ headquarters, which […]
Know moreHi Christopher, tell us about yourself and your background. Sure! As Senior CX Principal at Medallia, I work with multinational clients to implement strategies to repair, manage and grow profitable businesses. I frequently speak publicly on customer experience and have written about it for various well-known publications. Growing up, my father had an independent restaurant, so I […]
Know moreBerkshire Grey, an automation solutions provider for supply chain processes, has developed an AI-powered put wall as a response to rising e-commerce demands and labor scarcity. The put wall is robotically automated, and is anticipated to boost customer experience (CX) by executing orders at a greater speed and without relying on human labor. “Businesses will […]
Know moreHi Michela, tell us about yourself and your background. I am a CX Manager with a marketing background who strongly believes in CX to drive business growth and break the silos in the organization. I am currently a Global CX & Innovation Manager at Nespresso Global HQ based in Lausanne, Switzerland; the scope of my […]
Know moreAccenture, the global consulting giant, has announced its plan to acquire Experity, a Brazil-based customer experience (CX) and e-commerce solutions provider. With the acquisition, Accenture hopes to scale up its CX operations in Latin America. Expertity’s cloud-based technology can be leveraged to boost e-commerce and marketing capabilities. Earlier this year, The Rio Times reported that […]
Know moregetWizer, a customer insights platform, has announced a collaboration with Rybbon (Blackhawk Network), a digital rewards platform for marketers, to create a rewards system that will incentivize respondents to participate in market research studies. The partnership is expected to increase response rates in surveys and improve the quality of the studies by offering digital gift […]
Know moreHi Justin, tell us about yourself and your background. I am the Head of Strategy and Digital Transformation at Standard Bank Fleet Management, a division of the largest bank on the African continent, Standard Bank Group. I have over 20 years of experience in the financial services industry and am responsible for strategy development and […]
Know moreHi Georgia, tell us about yourself and your background. I am a Senior User Experience (UX) Designer and Consultant based in Zurich, Switzerland, currently working remotely for a leading UK local authority, guiding the organization on achieving UX-oriented digital transformation. I take a holistic approach to design, considering each step of the user/customer journey and […]
Know moreHi Aida, tell us about yourself and your background. I was born in Madrid, and I am a Clinical Psychologist who has always had an interest in human behavior and particularly in how we consume and why we prefer some brands over others. This was the reason why I decided to specialize in consumer psychology […]
Know moreHi Holly, tell us about yourself and your background. Hi, I’m the Senior UI/CX designer at Prezzee, a digital gift card platform. I’m from Scotland and I moved to Sydney, Australia over 4 years ago. I have a degree in visual communication and have since worked at multiple agencies as well as in-house, helping companies […]
Know moreHi Mrinmoy, tell us about yourself and your background. I grew up in Chandannagar, a beautiful, serene riverside town in West Bengal. As the youngest child, I had a simple, protected childhood, surrounded by my loving elder brother, sister, and other family members. My mother, a school teacher, taught me how education could be my […]
Know moreIt’s official: InMoment, the Experience Improvement (XI) software provider, has completed the acquisition of Lexalytics, marking the importance of data processing for the customer experience industry. Lexalytics is a Massachusetts-based company that offers a platform for natural language processing (NLP) and machine learning (ML) services to turn structured and unstructured data into insights used to […]
Know moreHi Jim, tell us about yourself and your background. I have been working in customer service and customer experience for over 25 years with my focus being primarily on CX for the past 15 years. My first customer service role was as a frontline supervisor in the small business services office in Washington, D.C. for […]
Know moreHi Hasnain, tell us about yourself and your background. I did my undergraduate majoring in finance with an ambition to become an investment banker; however, certain turns of events took place and I ended up in digital technology and advertising, which is where I have been since 2013. During this time, I’ve had the opportunity […]
Know moreJCPenney, a popular retail store chain with over 650 sites in the U.S., has teamed up with Metrical, an AI provider, to enhance online customer experience and boost e-commerce sales. “Helping customers in their online shopping journey is a major advantage in today’s online retail market,” said Richard Adams, VP of Digital Experience at JCPenney, […]
Know moreIn my work on customer experience, I often observe that complaints are a much-ignored source of improvement by many organizations. There are many reasons for this: we don’t like to think our products and services will be complained about, and when things do go wrong, we don’t want to shout about it either internally or […]
Know moreHi Nicolás, tell us about yourself and your background. I am a consultant on Behavior & Innovation. I have a Master’s degree in Anthropology, another Master’s degree in Marketing, and a B.A. in Advertising. I am a professor at international business schools and an academic researcher. Now, I have just released my first book, “EtnoMarketing: […]
Know moreHi Eddie, How did you start working in the customer experience space? Prior to my career in CX, I served as a federal civilian within our government, specializing in contract negotiations, namely negotiating contracts for space rockets and satellites. Prior to that I served in the military and that’s where my heart of service was […]
Know moreHi Germán, tell us about yourself and your background. My name is Germán Mendívil, I am originally from Spain, but I have been living in Belgium since 2007. I studied Telecommunications Engineering and I started working for Cisco as a graduate engineer in 2007. My first role in Cisco was as a Customer Support Engineer […]
Know moreHi Raz, tell us about yourself and your background. I’m a Senior Digital Transformation Advisor at BDO Israel. Previously, I was VP of Information Technology at Bezeq (the Israeli telecom incumbent) and Direct Insurance and Deputy Government of Israel CIO. I teach in two MBA programs, and I’ve written seven textbooks and dozen of professional […]
Know moreHi Sebastian, tell us about yourself and your background. My name is Sebastian, and I’m a Customer Experience Manager and Marketing Expert in the global automotive and product development industry. I work as a CX Manager for the RLE INTERNATIONAL Group, and I’m advising every level of the organization with a customer-centric view. I also take […]
Know moreHi Israel, tell us about yourself and your background. I graduated with a business/international relations degree in 2018, and was offered a CX position from my current employer, a telecommunications company, however, I have been working in this company for over 7 years. During the whole time working in Algar Telecom, I always worked in […]
Know moreHi André, tell us about yourself and your experience. Hi, I am very happy with this invitation. I am someone who believes a lot in people and their humanity and creativity. Today I work as a training analyst at a reputable company. I have more than 10 years of experience in CX. I worked in […]
Know moreFor the last few years, customer experience (CX) professionals have been claiming that customer surveys are dead. They say that customer satisfaction (CSAT) surveys are boring, biased, and return poor data; and honestly, these experts are mostly right. But what’s killing surveys? Is it the flood of surveys customers are receiving? Or is it due […]
Know moreResearch shows that Customer Experience (CX) and Employee Experience (EX) have a close relationship. In today’s era, in which our professional and personal worlds often intersect, employees and consumers or customers have a lot of shared aspirations from an organization. For example, competing organizations are always battling with each other to retain customers as well […]
Know moreHi Martijn, tell us about yourself and your background. I am a Customer Experience expert with over 15 years of experience in designing and building marketing, customer service, and ecommerce solutions in retail and manufacturing. I am currently working at Capgemini, a global leader in Digital Customer Experience, helping many of our clients to be […]
Know moreHi Eric, tell us about yourself and your background. I’m 100% Filipino. I was born here but raised in Thailand, the Philippines, and Italy. I went to college at Tufts University in the U.S. and moved back to the Philippines in 2000. I took BS Electrical Engineering at Tufts, and my first job was at […]
Know moreIn our ongoing CXBuzz interview series, we’ve been asking leading customer experience (CX) experts to name the most common misunderstandings that they’ve come across when dealing with CX. Most of these professionals work in CX planning or marketing roles, so it’s easy to see why they’ve got the know-how to advise people when it comes […]
Know moreHi Falguni, tell us about yourself and your background. I am currently the Assistant Vice President, Digital Strategy & transformation at Emxcel Solutions, India. Since school, I was fascinated by computers & so I did my graduation in Computer Technology followed by Masters in Information Systems & ERP Systems. My techno-functional experience spans more than […]
Know moreHi Tolú, tell us about yourself and your background. I am currently working in the Customer Experience Management unit of ARM Investment Managers, a financial services company based in Lagos, Nigeria. My day-to-day tasks involve engaging the company’s existing (and prospective clients), to address enquiries, requests and complaints about mutual fund accounts. I hold a […]
Know moreDigital marketing software provider Marin Software has unveiled an integration with advertising company Criteo’s Commerce Media Platform, enabling users to manage and optimize e-commerce campaigns within the MarinOne platform. “Commerce Media is one of the most exciting and fastest growing areas of digital marketing,” said Chris Lien, CEO of Marin Software, in a press release. […]
Know moreHi João, tell us about yourself and your background. My career began as an intern in a Colgate-Palmolive R&D lab, but despite enjoying the lab work I preferred to sit at the table with analysts and help structure the company’s new projects. After that I worked through packaging development and manufacturing, where I could have […]
Know moreHi Luiz, tell us about yourself and your background. I’m Luiz, from Brazil. I am now living in Guadalajara, México and I’m 29 years old. I have a bachelor’s degree in System of Information ( kind of a mix between Business and Technology) since 2012. My career with IT started in 2009 with Oracle database, […]
Know moreTwilio, the renowned cloud communication platform, has announced the addition of a developer toolkit to its customer data platform Segment. Claiming to supply users with state-of-the-art data collection and integration capabilities, Twilio aims to give businesses the fluidity to customize their customer data stack and provide personalized customer experiences. “Every company is investing and innovating […]
Know moreWebgility, an e-commerce automation platform provider, announced Tuesday the launch of Webgility Intelligence, an analytics app that provides retailers with insight into the orders, products, and channels producing the most revenue. The app is aimed at helping brands and retailers streamline workflows to save time and generate more profits. “The number one challenge (omnichannel business […]
Know moreHi Wilson, tell us about yourself and your background. I’m Brazilian, as you know, and I hold a master’s degree in Computer Science. Throughout my career, I have developed a strong background in management and digital technologies. For many years now, I have been working specifically to implement digital products in digital transformation programs. […]
Know moreHi Sunnyma, tell us about yourself and your background. While I transitioned several career roles, I consider myself a Technology and Strategic advisor in general. Professionally I support and help customers adopt complex, transformational, and strategic engineering programs. I help customers assess the best blend of tools and technologies that help them progress in their […]
Know moreHi Priyanshu, tell us about yourself and your background. I come from an IT Consulting background with a little over a decade of experience in providing solutions in the space of digital transformation. I also have managed cross-platform online consumer-facing products. I’m an advocate of improving CX by using a unified digital strategy that is […]
Know moreAmplience, a commerce experience platform, is launching its own image and video content management solution for SEO optimization, Dynamic Media, giving its customers the ability to tailor their sites to the new SEO criteria set by Google’s latest algorithm, Core Web Vitals. With the introduction of the Web Vitals initiative, Google has placed an emphasis […]
Know moreWhen you consider how customers interact with organizations these days, it quickly becomes apparent that much of that interaction is through digital channels. “CX” suggests a customer experience via laptops or mobile devices, and that digital experience is driven entirely by data. The question is, how do we make it the most relevant and seamless […]
Know moreComputer software giant Adobe has announced a subsidiary of its Experience Platform: Experience Cloud for Healthcare. Aimed to deliver individualized customer experiences in a scalable manner, the offering will expand the Experience Cloud’s current capabilities for use in hospitals, insurance companies, and pharmacies. According to Adobe, the solution will be HIPAA-ready; its applications such as […]
Know moreHi Amit, tell us about yourself and your background. My name is Amit Jain. Currently I am working with Accenture as a digital transformation lead for their financial services business. My role here is to analyse order to cash processes for our large clients, identify opportunities to automate and digitize sub parts of their value […]
Know moreHi Carolina, tell us about yourself and your background I am Brazilian, graduated in advertising and post-graduated in Project Management. I started my career at age 15 in a Brazilian software company, then I working in the Retail and Health segments. I currently work for a large telecom company in the CX department and I […]
Know moreHi Sujith, tell us about yourself and your background. For more than two decades in the Digital space, I have worked with demanding clients in India and across the globe with different Industry segments. I have been part of several award-winning customer experience innovation works in technology-enabled communications. I have a degree with telecommunication engineering and […]
Know moreNCR Corporation, an enterprise technology provider, announced last Tuesday that it has partnered with TruMark Financial Credit Union to provide an advanced digital banking experience to its retail and business members. The core focus of the partnership is to deliver advanced financial wellness tools for TruMark Financial’s clients using NCR’s platform. According to Richard F. […]
Know moreHi Ahmet, tell us about yourself and your background. I graduated from the computer engineering department at the university. I was always interested in computers and the digital world. I worked on digital transformation in a company at university and I decided to improve myself in this field. I am currently working as a digital transformation […]
Know moreNew Charleston, South Carolina, joined Las Vegas and Folsom, California last Tuesday to become the third U.S. city hosting a digital CX delivery center for TELUS International, a Canadian company that designs, builds and delivers digital CX solutions. The new center will bring 600 new job opportunities to North Charleston by the end of 2021 […]
Know moreUsing different feedback metrics is crucial in a CX toolbox. CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) are two of the most common ones and they complement each other well. CSAT can give you the ability to understand in which instance and situation the feedback is given, where NPS gives more of a […]
Know moreHi, tell us about yourself and your current role. Sure! In all fairness, I don’t have much to tell about my career, as I just graduated in International Management at the Università degli Studi di Torino, in Italy. Before that, I spent one year as Junior Marketing Assistant at Nembol. Currently, I’m Head of Marketing. […]
Know moreBoingo, the telecommunications company, announced on August 16 that it will work with Amazon Web Services (AWS) to provide advanced network services at U.S. airports, stadiums, manufacturing, healthcare facilities, and other large enterprises. Boingo incorporates AWS edge and cloud services into its DAS, Wi-Fi and private network deployments. Not only this addition will enable venues […]
Know moreTokyo is now home to a new experiential retail technology center, the “Shopper DX Experience Lab,” jointly launched by two companies, Stratacache Asia-Pacific, a marketing technology solutions provider, and Hakuhodo Product’s, a production and sales company. The so-called “lab” was inaugurated in Toyosu, Tokyo, earlier in August. The center is a result of the two […]
Know moreContentsquare, the renowned digital experience analytics platform, announced today its acquisition of Hotjar, an Australian platform that provides product experience insights. Together, the two companies hope to provide improved digital experiences to consumers, while continuing to operate independently for now. “People today expect great digital experiences whenever they are connected — whether they are interacting […]
Know moreHi Mario, tell us about yourself and your current role. I was born and raised in Innsbruck and I still have the privilege to live and work in an area where others come to enjoy their holidays. Tyrol has always been strongly influenced by tourism and the interaction with guests from all over the world […]
Know moreHi Alexandra, tell us about yourself and your background. I have the pleasure of working as Head of Marketing and CX at a B2B SaaS company called Avinode Group, and we provide essential digital products and services to the business aviation industry. I started my career 16 years ago and became a digital producer at […]
Know moreHi Patricia, Tell us about yourself and your background. Specialist in the journey of consumer experience and data strategy for over 20 years. Enthusiastic about innovation, emerging technologies and disruptive business models; He started his career in the industry, and moved on to strategic consulting firms GS&MD and PwC. Today, with his data strategy consultancy, […]
Know moreIn the CXBuzz interview series with customer experience (CX) experts, we’ve been asking our guests to tell us which CX companies and solutions they’re keeping their eyes on at the moment. Most of them expressed interest in CX companies and solutions that rely on AI to offer personalized experiences and that focus on customer-centricity. During […]
Know moreHi Jorge, tell us about yourself and your background. Hi CXBUZZ! It is a pleasure to be interviewed. Thank you very much for having me. I’m a Spanish consumer behavior researcher by training and a movie lover by vocation. I’m based in Madrid. I started my career in trade marketing, moved to corporate branding and […]
Know moreHi Jesse, tell us about yourself and your background. Well, in short, I’m 34 years old. Married, my son is one year old. I’m a postgraduate in Strategic Business Management. I’ve graduated in Lean Six Sigma methodology. I’m Live here in Brazil. About my background, I have 16 years of experience in customer service, working […]
Know moreThe Israeli website development platform Wix announced earlier this month the launch of its new mobile app builder. The application, called “Branded App by Wix,” will allow businesses to easily build a native mobile app to provide their customers with a comprehensive digital experience. “Wix Branded App lowers the technical and financial barriers that come […]
Know moreHi Adam, tell us about your background. I co-founded Summit CX, a technology and consulting partner focused on the voice of the customer and employee experience programs. I’ve spent the last 12 years building global customer experience, customer retention, and customer growth teams in both B2C and B2B. How did you first start working in […]
Know moreHi Lucas, tell us about yourself and your background. My name is Lucas Nascimento, and I’m a CX specialist at Gympass. Before joining Gympass in June of 2021, I was previously a Senior Analyst at Teleperformance, where I supported one of the company’s biggest clients. And before that, I worked for about 4 years in […]
Know moreHi David, tell us about yourself and your background. I’m quite the curious guy with an unquenchable thirst for knowledge and information. I must admit I like strategy more than production because I like to observe behaviors and understand personalities, analyze challenges and provide multiple pathways to solve them. I started my 25-year career path […]
Know moreHi Bandar, tell us about yourself and your background. My academic background in computer science and graphic design, which shaped my skills in transforming ideas into tangible deliverables, whether with coding or sketching with a pencil. Then I worked on designing digital experiences in the health services and government which gave me a solid technical […]
Know moreHi Naresh, tell us about yourself and your background. I am an Analytics and Consulting Director with over 12 years of experience in building analytics capabilities, leading process improvement and business process management initiatives as part of organization transformation. I have been in financial services for 5 years now and previously worked in health care, […]
Know moreHi Hans-Jacob, tell us about yourself and your background. My name is Hans-Jacob, and I’m the CX Consultant at the Danish Commercial Industries Federation. It’s my job to be updated on trends and new opportunities within the field of CX and inspire our companies toward getting better at giving their customers a great ‘customer experience.’ […]
Know moreHi Jeff, tell us about yourself and your current role. I’ve been working in the customer services business for over 25 years in a variety of roles in field service management, service sales, and advisory consulting in digital and customer experience transformations. I moved to Ireland from Boston, USA in 2018 and started my own […]
Know moreGlobal e-commerce marketplace Groupon announced on Monday its partnership with Booksy, a wellness and beauty appointments app that aims to connect service providers with target customers. Through Groupon’s API platform, Groupon Connect, Booksy hopes to make finding and reserving appointments with local beauty services, such as salons and spas, more convenient for its customers. Booksy […]
Know moreHi Ignacio, tell us about yourself and your background. I’m 21 years old, and I’m from Argentina. I am currently studying Economics at the University of Buenos Aires and working at Mercado Libre, the biggest eCommerce company in LATAM. How did you first start working in the CX space? I started working in the CX […]
Know moreToyota’s joint venture with Indian conglomerate Kirloskar Group, Toyota Kirloskar Motor (TKM), announced Tuesday the opening of its first virtual showroom in an effort to digitize the car buying experience for its customers in India. “Owing to the pandemic and growing access to technologies, customers increasingly prefer digital and contactless experience,” said V. Wiseline Sigamani, […]
Know moreHi Tony, tell us about yourself and your background. I am a lifelong operator starting in hospitality, retail, and restaurants. I’ve led teams of over 500 at a single site and regional teams of thousands. Most recently, I was the customer experience officer at Aramark before leaving to start to Ignite Your Service Training and […]
Know moreFashion and music are two industries that have long gone hand in hand. In a music video or a live performance, a well thought-out outfit can add another level of significance to the mood, tone, or emotion the artist wants to convey with their song. Nowadays, as some of the most influential musicians, such as […]
Know moreHi Angeleen, tell us about yourself and your background. I have over 10 years of experience in customer service, contact centers, and customer experience spaces. I have been a CCXP for 6 years and volunteer for the CXPA Diversity and Inclusion committee. How did you first start working in the CX space? I have had […]
Know moreHi Natalia, tell us about yourself and your background. I was born In Córdoba, Argentina on October the 21st in 1978. I studied Marketing at University. What I enjoy the most about my job is Market research. I have been living in Buenos Aires since 2007 and I have worked in some companies during these […]
Know moreHi Enrique, tell us about yourself and your current role. Good afternoon Alon!. My name is Enrique Gomez Alonso, I am born and raised in Madrid, Spain, but I have lived/worked in more than 25 countries around the world!. Currently, I am Principal XP in Medallia for South EMEA How did you start working in […]
Know moreThe data-driven, technology-enabled services company Inmar Intelligence released last week the results of a survey suggesting that most customers notice in-store advertisements and then they make a purchase decision based on the advertisements they see. According to the survey, 69% of customers who noticed an in-store advertisement would look for the product, and 61% of […]
Know moreHi Enrique, tell us about yourself and your background. I´m currently the head of the CX department within the CX direction in CONTPAQi; I have over ten years in different roles, mostly commercial roles but have taken a keen interest in driving change through customer-centricity. How did you first start working in the CX space? […]
Know moreHi Jesús, tell us about yourself and your background. I am from Puerto Rico. Live in South Florida, and most of my time, I am between airports and Mexico. This was before the pandemic. Now I am 100% working remote in Latin America. I started in the CRM space when it was known as Telemarketing […]
Know moreAffinitiv, a data-driven marketing provider for the automotive market, has launched its new Atlas Digital Experience (DX) Platform, which relies on predictive intelligence to improve customer loyalty for original equipment manufacturers (OEMs) and dealers. In line with Affinitiv’s mission of accelerating performance and inspiring loyalty, Atlas DX uses Affinitiv’s database and technology to provide clients […]
Know moreHi Hugo, tell us about yourself and your background. After getting my Bachelor’s Degree in Business Administration 30 years ago, I started my journey in Relationship Marketing alongside the renowned American consultant Fred Newell. He showed me the path of successfully employing technology to marketing strategies thanks to a client we had in common at […]
Know moreThe logistics and transportation solutions provider Aramex announced in early August that it will partner with customer relationship management company Salesforce to digitize its customer services. The global demand for innovative logistics and transportation solutions has increased due to the pandemic and the digitally-savvy Millennial and Gen Z customers’ needs for shopping online. According to […]
Know moreHi Eric, tell us about yourself and your background. Hello! I am a first-generation Chinese-American with a deep love for crafting better customer experiences. I fell in love with brands at a young age, reciting everything from cereal commercials to insurance tag-lines. In fact, I’m sure that watching those adverts is what helped me learn […]
Know moreHi Mary, tell us about yourself and your background. My parents were constantly moving worldwide, so I was born abroad and spent my early years jumping from city to city, country to county. While this did come with its own unique set of challenges, it gave me a lot of cultural diversity and a very […]
Know moreHi Johan, tell us about yourself and your background. Always an awkward one for me to answer, but let me give it my best shot. I like to describe myself as a polymath. I have an academic background in Anthropology, Sociology, Industrial Psychology, and Cellar Technology. I have worked as a lecturer in Business Studies, […]
Know moreWhat Is Digital Transformation? Digital transformation is the process of rethinking the use of a company’s technology, platforms and processes to create new business models and new forms of revenue. This approach was developed in recent decades with the advance of technology. Digital transformation is driven by changes in customer expectations, and at no time […]
Know moreHi Jacob, tell us about yourself and your background and how you got to the CX space. I am lucky enough to be the son of Niels Kjellerup, and He was the first to start up a call center in Denmark and from the mid-90s into 2010ish, he roamed the world as a premium expert […]
Know moreConsenSys, a blockchain technology company, announced Wednesday its partnership with LivePerson, an AI-powered conversational cloud platform, to provide conversational AI support for its blockchain and crypto communities. The services will benefit users of crypto wallet MetaMask first. MetaMask provides users with a simple and secure way to connect to blockchain-based applications and make safe purchases […]
Know moreHi Roberta, tell us about yourself and your background. I live in Florianópolis, Santa Catarina, Brazil. Here it is affectionately called the “silicon island.” I have been working in the customer service area since my first job. I love talking about my most basic experiences, years ago when I worked at Mc Donalds, at the […]
Know moreHi Christian, tell us about yourself and your background. My original trade was in design at the Queensland College of Art, and back when I was studying, I had a view that the future was going to be online. I then receive approval to reconfigure my degree to be web-focused as it just didn’t exist […]
Know moreThe conversational AI and customer experience (CX) automation platform yello.ai announced Wednesday that it has raised $78.15 million in a Series C funding, bringing the total funding of the company to $102.15 million. The company said that the money will be used to expand its global businesses, hire more talent around the world, and invest […]
Know moreLast week, I worked at the Philz coffee shop in my neighborhood, where there was a line of patrons waiting 15 to 20 minutes to watch their coffee be freshly ground and brewed and to pay a premium price for it. And the line wound far outside the shop, which made me wonder what made […]
Know moreHi Jamie, tell us about yourself and your background. My name is Jamie Thorpe, I am Head of Experience Management at Ipsos. I lead the CX Centre of Excellence, we work with clients on everything from professional services to platform implementation and analytics. I started in CX before it even identified as CX, this was […]
Know moreHi Howard, Tell us about yourself and your background. My background is in Law ( recovering attorney) and in commercial media production. 5 years ago I changed careers to marketing and sales working with an agency and with Lightico the last 3 years. How did you first start working in the CX space? Ranging from […]
Know moreOptiv, an end-to-end cybersecurity solutions provider that specializes in cyber digital transformation, announced Tuesday the launch of its latest offering, Managed Extended Detection and Response (MXDR). The solution detects emerging threats and addresses them in real time to increase clients’ protection against cyberattacks. “Optiv MXDR brings simplicity, transparency and automation to clients’ environments, enhancing existing […]
Know moreFast food pizza chain Pizza Hut has joined forces with digital experience analytics platform developer Contentsquare to optimize its customer experience throughout the company’s various digital channels. Making use of Contentsquare’s customer behavior analytics, Pizza Hut’s Digital Ventures team said it has already determined several ways to innovate, individualize, and streamline customer journeys throughout the […]
Know moreHi Imre, tell us about yourself and your background. Hi. First of all, it’s a great pleasure to be interviewed. Thank you for having me here. My career as a CX/UX designer started back at university. I did a chemistry degree, and the software used in chemistry labs excited me in this sense – the […]
Know moreHi Valerii, tell us about yourself and your background I was born in a small town named Bilibino, which is located in the Magadan region!). Try to google it! But I left my hometown to study in Tomsk, then I moved to Novosibirsk and then to Moscow. Currently, I am the Project manager at VTB […]
Know moreUS giant Bed Bath & Beyond has announced the next move in its transformation plan—the renovation of its supply chain. Aiming to accelerate inventory replenishment, the company is partnering with Ryder System, a transportation logistics and supply chain solutions company, to create and manage two regional distribution centers, which are expected to improve customer experience […]
Know moreHi Jon, tell us about yourself and your background. I was always into both science and art as a kid, so when I discovered Ergonomics back in the 1990s I finally felt I’d found the right thing for me – a bit of people, a bit of creativity, a bit of science, a bit of […]
Know moreHi Ramanujan, tell us about yourself and your background. I am an Entrepreneur running an MSME start-up called Musicloudstudio & Technology. Also, I am a CX – Project Manager in Cisco. I was a musician and wanted to be a musician. But when I started to work as a freelance artist parallelly with my IT […]
Know moreDuring the past year, the COVID-19 pandemic has greatly speeded up the trend of online shopping. Companies and brands are going digital to meet the demand of customers. This, however, isn’t enough. According to a McKinsey report, consumer behaviors vary by consumer segment. This means that consumers now expect a personalized and relevant CX experience […]
Know moreHi Steve, tell us about yourself and your background. I have been working in the Customer Experience field for the past 20 years, through the course of my career I have worked in many roles both customer-facing and behind the scenes from an entry-level position up to Vice President of Operations. In 2014 I started […]
Know moreThe COVID-19 pandemic has changed the ways consumers shop and interact with businesses. Many local brick-and-mortar stores that were forced to shut down started exploring new business models to sell their products online. Big retailers started offering customers new ways to shop, such as the order online and curbside pickup model. These pandemic-related changes indicate […]
Know moreHuman intelligence-based hiring platform Crosschq announced Wednesday the hire of Katherine Johnson as the company’s new Head of Marketing to support its expansion. Johnson will be in charge of the company’s marketing strategy and will lead the marketing team, focusing on achieving sales growth, market penetration, and cost-effective customer acquisition. “Crosschq is at the forefront […]
Know moreHi Samuel, tell us about yourself and your background. I’m heading the collaboration department in one of the world’s leading brand franchise operators since 2014, the enterprise portfolio extends across MENA, Russia, Turkey, and Europe, with thousands of stores, cafes, restaurants, and leisure destinations, as well as a growing online and digital business. We are […]
Know moreWhilst many Customer Experience professionals, by virtue of their jobs, spend a lot of time looking into the future, we are going to take a step back in time to when businesses first decided single metrics were an important way to define CX. Around that time, someone in the research industry thought it would be […]
Know moreCustomer Experience Optimization for Businesses in 2021 Customer experience (CX) encompasses the entirety of the journey a customer might go through when purchasing a product or a service, including interactions with the company’s employees, the shopping, purchasing, and user experiences, and their perception of the brand. Customer experience optimization is the process by which you […]
Know moreHi Ben, tell us about yourself and your background. My name is Ben Segal and I’m the Senior Director of Customer Experience at Pair Eyewear. Prior to joining Pair in April of 2021, I was previously Director of Customer Experience over at Freshly, where I started back in 2016 and helped to scale the team […]
Know moreCustomer Experience is incorporated into many aspects of an organization and receives quite a bit of attention for data, analytics, supply chain, logistics, technology, marketing, and more. Without sales, there is no customer, and without customers, there is no organization. It could be argued that this is the most crucial area to incorporate in the […]
Know moreAlithya, a Canadian consulting firm, has announced the launch of its new “Higher Education” practice, which aims to offer digital transformation guidance to higher education institutions. In many colleges, information regarding administrative processes is still relayed through printed material. However, with tech-savvy students now attending college, these resources are often difficult to obtain or overlooked […]
Know moreAs the CX field continues to grow and flourish, its conventions and tactics are always evolving. This constant growth comes with a level of unpredictability as consumer trends quickly come into, and out of, relevance. Professionals in the customer experience sphere have provided their insight, and weighed in on the CX components they deem most […]
Know moreVerizon Business and Mastercard are joining forces: The two giants have announced that they plan to advance and yield new digital transformation solutions for the global commerce and payments ecosystem as part of a collaboration. One way they expect to do this is through the introduction of 5G contactless payments. Offering quicker transaction times, stronger […]
Know moreAmperity, a customer data platform (CDP) built for businesses to better understand their customers, announced on July 13 that it had raised $100 million in a Series D round of financing, totaling the funds raised to date of $187 Million. Amperity plans to use the money to strengthen its research and development, grow sales and […]
Know moreHi Anthony, tell us about yourself and your background. I have worked in the technology industry in various capacities for 20 years. However, my background is languages and I began my career as a translator of French and German. Today, I head up global Sales Operations at StarTech.com, a leading technology manufacturer with a global […]
Know moreSalesforce, the popular customer relationship management (CRM) platform