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Skit.ai Wins Bronze Stevie at International Business Awards Skit.ai Wins Bronze Stevie at International Business Awards for Best Business Technology Solution in AI

Skit.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 […]

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Travis Markel is arrivia's Chief Experience Officer Op-Ed How financial brands can drive growth and loyalty through travel rewards

How 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) […]

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Scott Salkin Op-Ed – Six Customer Experience Terms Every CEO Should Know by Scott Salkin

Customer 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 […]

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Heather Richards VP GTM Strategy atVering Digital-First Engagement is Crucial as Airline Passengers Navigate More Complex Customer Journeys

The 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. […]

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Skit.ai Offers Best-In-Class Conversational Voice AI Solutions to Address Contact Center Crisis

Skit.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 […]

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guidde start up program Guidde To Empower Start-Ups By Making Knowledge Sharing Accessible With New Program

BELMONT, 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 […]

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How AI-enabled Chatbots 
Playing Catalyst in The Growth of Conversational AI How AI-enabled Chatbots Playing Catalyst in The Growth of Conversational AI

Chatbots 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 […]

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David Keane Founder and CEO at Bigtincan Op-ed: How the Metaverse and Web 3.0 Can Transform Sales Enablement

Welcome 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 […]

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Where Content Marketing and Hyper-Personalization Meet CX. Where Content Marketing & Hyper-Personalization Meet CX

According 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 […]

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Erica Jenkins Crayon Op-Ed: Building a Product Dream Team

In 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 […]

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Clare Dorrian CMO sugar CRM Op-Ed: Five Ways Companies Can Reverse the Great Customer Resignation

Optimizing 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 […]

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Dorit Sher CEO of Experity CXBuzz Interview With Dorit Sher, CEO of Experity

Hi 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 […]

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Op-Ed: Reputation Healthcare Report Examines the Patient Experience

The 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 […]

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dan sahar guidde cxbuzz CXBuzz Interview With Dan Sahar, CEO and Co-Founder at Guidde

Hi 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 […]

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Asia-Pacific-Poised-To-Lead-The-World-in-CX-Investments Asia Pacific Poised To Lead The World in CX Investments: Adobe Report

Businesses 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 […]

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CloudShare Announces Salesforce Integration with Eye on Customer Retention

CloudShare 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 […]

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80% of UK Companies Unable to Scale Digital Transformation Plans

Four 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 […]

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CXBuzz Interview with Shirley Campbell, Customer Experience Director at Payoneer

Hi 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 […]

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Early Investment In CX Is Crucial: Adobe Report

Firms 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 […]

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80% of Consumers Switch Brands Due to Poor CX: Qualtrics Report

80% 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 […]

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Patient Reviews Affect Choice of Healthcare Provider: Report

More 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% […]

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Most Organizations Fail To Deliver Seamless Digital Experiences: Gartner CX/UX Report

The 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 […]

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Recency and Volume in Online Reviews: CXBuzz Interview with PowerReviews

PowerReviews, 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 […]

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Why do we put “digital” before everything we do? | Opinion

My 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; […]

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CXBuzz Interview with Raihan Al Fauzan, Customer Experience Insights & Analytics Senior Lead at Tokopedia

Hi 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 […]

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UK Sees Increase of 30% in eCommerce Spending in 2021: MasterCard Report

The 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 […]

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CXBuzz Interview with Neeraj Arora, Senior Program director at PublicisSapient

Hi 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 […]

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Post-Purchase CX Provider Wonderment Raises $6M for eCommerce Transparency

Wonderment, 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 […]

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CXBuzz Interview with Gregorio Uglioni, CX Goalkeeper and Head of Business Transformation at the Cantonal Hospital of Winterthur

Hi 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 […]

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The Role of AR Technology in eCommerce | Opinion

For 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 […]

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CXBuzz Interview with Ali Ibrahim, CX – Section Head at Abu Dhabi Chamber of Commerce

Hi 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 […]

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Governments Unable To Provide Secure Online Citizen Services: A Public Sector Index Report

Government 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 […]

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CXBuzz Interview with Pooja Sarkar, Digital and Customer Experience Specialist

Hi 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 […]

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Medallia Acquires Customer Journey Orchestration Provider Thunderhead

Medallia 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 […]

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How Online Retailers Can Deliver Improved Security and Convenience | Opinion

As 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 […]

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Hot: Reputation Seals the Deal on $150M Funding Round

Reputation 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 […]

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CXBuzz Interview with Tabitha Dunn, CCO at Ericsson

Hi 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 […]

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Gen Z’s Trust in Insurance Is Low: Verint CX Report

Gen 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 […]

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CXBuzz Interview with Anupam Verma, Product leader at Cadence Design Systems

Hi 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 […]

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CXBuzz Interview with Sandra Wiborg, Partner Account Manager at Moment

Hi 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 […]

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UK Official Warns Businesses of the Rising Threat of Ransomware

The 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 […]

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CXBuzz Interview with Florent Berclaz, Co-Head of Customer Experience at BatGroup

Hi 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 […]

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Cost Efficiency and Data Usage New Priorities in eCommerce: Namogoo/Microsoft Survey

e-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 […]

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CXBuzz Interview with Mike Flache, Advisor and Mentor at Flache International

Hi 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 […]

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CXBuzz Interview with Fernando D. Sierra, Global Market Communication Project Manager at Sumitomo Heavy Industries & Professor at EGADE Business School

Hi 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, […]

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How to Avoid Self-Sabotaging Your Customer Experience Goals | Opinion

What 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 […]

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Everything You Need to Know about Headless eCommerce | Opinion

eCommerce 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% […]

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CXBuzz Interview with Catherine Kiriba, Head of Customer Experience at Faulu Microfinance Bank

Hi 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 […]

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CXBuzz Interview with Renan Machado Cardoso, EMEA Business Process Owner for Customer Experience at Eaton

Hi 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 […]

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CXBuzz Interview with Joanna Milliken, CEO of Emarsys

Hi 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 […]

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CXBuzz Interview with Marleen Van Wijk, Managing Director at NeCXus

Hi 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, […]

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CXBuzz Interview with Parry Malm, CEO and Co-Founder of Phrasee

Hi 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 […]

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3 Key Trends to Focus on to Tap into the Trillion Dollar e-Commerce Market in 2022

When 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 […]

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CXBuzz Interview with Jerry Campbell, Director of Customer Workflows – Leading Practices for ServiceNow

Hi 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 […]

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CXBuzz Interview with Doron Pryluk, VP of Customer Experience at GlassesUSA.com

Hi 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 […]

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CXBuzz Interview with Luiz Hirschmann, Customer Excellence Supervisor at Nubank

Hi 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. […]

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CXBuzz Interview with Lawrence Levinson, Director and GM of Wave Advisors

Hi 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 […]

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CXBuzz Interview with Joelle Lapointe, Vice President of Customer Experience at Amilia

Hi 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, […]

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The Role of Design Thinking Principles in Digital Transformation | Opinion

Digital 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 […]

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How the Future of Banking Is Shaped by Digital Platforms for CX

Frost & 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 […]

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CXBuzz Interview with Hussein M. Dajani, GM for Digital and CX Transformation at Nissan Motor Co.

Hi 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. […]

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Five Customer Experience Goals for 2022 | Opinion

As 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 […]

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CXBuzz Interview with Abu Yousuf, Global Head, Digital CX-Ops at Tech Mahindra

Hi 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 […]

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Online Engagement A Must-Have, Says New Retail Report

Reputation, 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 […]

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CXBuzz Interview with Christina Gritzapi, Head of Digital Transformation & Special Projects at doValue Greece

Hi 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 […]

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CX Priorities for 2022: Patty Soltis | Opinion

Predictions 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 […]

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CXBuzz Interview with Alexis Wolfman, VP Technology and Head of Digital Transformation at Texia North America  

Hi 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 […]

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CXBuzz Interview with Renata Devcic, Head of Customer Experience at Nets

Hi 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 […]

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CXBuzz Interview with Michael Harris, Principal CX Consultant at Oracle

Hi 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 […]

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CXBuzz Interview with Saquib Zafar, CX Country Lead at TouchPoint (Private) Limited

Hi 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 […]

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Always Human, Sometimes a Customer: The Distinction That Could Be Undermining CX | Opinion

My 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 […]

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CXBuzz Interview with Sivakumar Thiyagarajan, Senior Manager at Bain & Company

Hi 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 […]

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What’s the Deal with Sustainability and Digital Carbon Footprints in Digital Transformation?

Raconteur, 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 […]

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CX Trends and Predictions for 2022: Mary Poppen | Opinion

Customer 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 […]

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CXBuzz Interview with Kheara Lugg, CX Manager at Fairtree

Hi 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. […]

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Word of Mouth Marketing and Online Campaigns | CXBuzz Expert Panel

There’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 […]

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CXBuzz Interview with Martha Brooke, Founder and Lead CX Consultant at Interaction Metrics

Hi 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 […]

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CXBuzz Interview with Mona Ali, Head Of Support at Jathwa

Hi 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 […]

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CXBuzz Interview with Ricardo Ramos, CX Principal Consultant at Oracle

Hi 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 […]

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Pure Technology Group Launches $600,000 Digital Transformation Project

The 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 […]

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Declined Transactions Cause Major Losses in eCommerce: Report

Forters 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 […]

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CXBuzz Interview with Chris Hanson, Content Marketer at Bushel

Hi 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 […]

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CX Trends and Predictions for 2022: Stefanie Amini | Opinion

The 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 […]

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Verint Announces New AI Real-time Agent Assist Tool

Verint, 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 […]

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CXBuzz Interview with Ines Pettigrew, Group VP of Marketing and Communications at Caverion

Hi 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 […]

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Hyper-Personalization And Its Effects on CX | CXBuzz Expert Panel

Every 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 […]

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More Than Half of Cyber Attacks on eCommerce Came From Bots in 2021

In 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 […]

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CXBuzz Interview with Debbie Akwara, Founder and CEO at Niche Customer Experience Group

Hi 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 […]

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COP26 Leads To UK Secretary of Health Reiterating Digital Transformation Urgency

In 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 […]

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CXBuzz Interview with James Barnebee, Founder at BarnebeeHoldings and CEO at AIM-E

Hi 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 […]

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Half of U.S. Healthcare Organizations Are Pursuing Digital Transformation

Innovaccer 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 […]

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Pitfalls To Avoid When Applying Predictive Analytics For CX | CXBuzz Expert Panel

The 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 […]

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News Site CXBuzz and the European Customer Experience Organization (ECXO) Join Forces

“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 […]

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CXBuzz Interview with María Hernanz Pérez, Partner and Director of Lukkap Data & Analytics

Hi 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 […]

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CXBuzz Interview with Vas Alli, Chief of Staff & CX Strategy Lead at Verizon

Hi 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 […]

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CXBuzz Interview with Rick Mans, Head of Customer Experience EMEA-LATAM at Roche Diagnostics

Hi 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 […]

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CXBuzz Interview with Daniel Lafrenière, Multichannel Customer Experience Strategist, Canada

Hi 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, […]

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Twitter Looks To Personalization for 2022 And Beyond

Twitter 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 […]

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Bridging the Gap Between Ecommerce and Real-World Experience | CXBuzz Expert Panel

While 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 […]

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CXBuzz Interview with Josephine Kinsella, Founder of The Powerhouse Group LLC, New Zealand

Hi 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 […]

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What Is Personalization and How To Achieve It at Scale | Opinion

Nobody 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 […]

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CXBuzz Interview with Mustafa Sipka, Head of Customer Experience at Kuveyt Turk Participation Bank, Turkey

Hi 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 […]

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CXBuzz Interview with Amanda Chavez, Director of Customer Experience (CX) at NuAxis Innovations

Hi 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 […]

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Netcracker Technology Emphasises Need for Consistent Digital Experiences

At 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 […]

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CXBuzz Interview with Rahul Tandon, Head of Digital Transformation (Project Anubhav) at Bharat Petroleum Corporation Limited, Mumbai

Hi 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 […]

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Microsoft Debuts Its Customer Experience Platform

This 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 […]

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CXBuzz Interview with Raghav Gupta, Senior Manager, CX & Customer Journey at Expedia Group

Hi 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 […]

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CXBuzz Interview with Raul Amigo, CEO and Founder of UMUNTU CX DESIGN

Hi 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 […]

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CXBuzz Interview with Gautam Mahajan, President of the Customer Value Foundation, India

Hi 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, […]

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CXBuzz Interview with Kelly Kiyumi, CX Research Specialist at Cartão Elo, Brazil

Hi 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 […]

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CXBuzz Interview with Anne Cramer, CEO of CX Critic

Hi 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, […]

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CXBuzz Interview with Esteban Rojas, CX Intelligence Specialist at Findasense, Colombia

Hi 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 […]

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CXBuzz Interview with Joanna Palmer, Customer Experience Client Principal at RingCentral

Hi 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 […]

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CXBuzz Interview with Matthew Selbie, Founder of Oberon3 (Opiniator)

Hi 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, […]

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Environment Is Now a Top Consumer Concern, Says Study

Consumers 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. […]

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CXBuzz Interview with Yvette Mihelic, Director of Customer Experience at John Holland, Australia

Hi 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 […]

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US Army Embraces Digital Transformation, Unveils Plan

The 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 […]

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CXBuzz Interview with Pedro Oliveira Martins, Head of CX at Ateliware, Brazil

Hi 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 […]

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Robinhood Ups Its Customer Support with 24/7 Phone Service

Robinhood, 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 […]

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CXBuzz Interview with Sergio Rossini, Sales, Marketing & CX Director at Sagres, Italy

Hi 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 […]

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CXBuzz Interview with Bruno Gobbato, Co-Founder of PeopleXperience, Brazil

Hi 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, […]

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CXBuzz Interview with Bryan Bedford, Global Leader, Customer Experience at Cisco

Hi 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 […]

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CXBuzz Interview with Priyama Barua, VP of CX Strategy at Merge

Hi 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 […]

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How To Leverage Digital Transformation for Better Customer Experience | Opinion

The 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 […]

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CXBuzz Interview with Marcelo Souhami, VP Sales, Customer Experience at SAP

Hi 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 […]

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New Hires in the CX Space: October 18, 2021

What 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 […]

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CXBuzz Interview with Liliana Petrova, CEO and Founder of The Petrova Experience

Hi 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 […]

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CXBuzz Interview with Bea Rojas, UX / CX Communications Strategist and Business Designer, Mexico

Hi 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 […]

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CXBuzz Interview with Luke Hohmann, Founder and CEO at FirstRoot

Hi 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 […]

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CXBuzz Interview with Silvana Buljan, ECXO Ambassador and CEO of Buljan & Partners Consulting, Madrid

Hi 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. […]

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CXBuzz Interview with Chaman Maharaj, Founder and Director at Being Human, South Africa

Hi 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, […]

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CXBuzz Interview with Eric Smuda, Principal, CX Strategy & Enablement at InMoment

Hi 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 […]

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CXBuzz Interview with Valerie Peck, CEO of SuiteCX

Hi 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 […]

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CXBuzz Expert Panel: How Netflix Is Excelling at CX

Netflix 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. […]

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CXBuzz Interview with Codruta-Maria Pascariu, Focus Area Manager CX Sales & Service at SAP, Romania

Hi 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 […]

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Factor4 and SavorConnect To Launch Omnichannel Gift Cards on Shopify

Factor4, 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 […]

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CXBuzz Interview with Priyanshu Vatsha, Manager, Pre-Sales and Consulting at Proven Consult, Middle East

Hi 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 […]

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Zoom and Five9 Call Off Multibillion Dollar Merger

Zoom 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 […]

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The Vital Link Between Customer and Employee Experience | Opinion

When 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 […]

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CXBuzz Interview with Marie Raccuglia, UX/CX Strategist, France

Hi 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 […]

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Free Returns Might Not Cut It Anymore | Opinion

Holiday 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 […]

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CXBuzz Interview with Alexis Brantes Rodríguez, Service Designer at SURA Asset Management Chile, AFP Capital

Hi 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 […]

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CXBuzz Interview with Stefanie Amini, Co-Founder and Lead Advisor at Gossip Media

Hi 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 […]

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CXBuzz Interview with Dario Bianchi, Digital Transformation Lead at MTN Ghana

Hi 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 […]

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How Employee Experience Directly Drives Customer Experience | Opinion

Over 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. […]

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CXBuzz Interview with Marcos Tatijewski, CEO of Hypokampo CXtasy, Paraguay

Hi 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, […]

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CXBuzz Interview with Aaron Davidson, Specialized CX Management Consultant at CVS Health

Hi 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 […]

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CXBuzz Interview with Arttur Santos, Digital Experience Manager at BRQ Digital Solutions

Hi 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 […]

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Reach3 Insights Launches New Customer Insights (CI) Tool

Reach3 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 […]

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CXBuzz Interview with Ilaria Buonpane, Head of CX & Strategic Marketing at Chalhoub Group, Dubai

Hi 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 […]

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The Relationship Between Customer Loyalty and Customer Retention

Online 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 […]

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CXBuzz Interview With José Florido, Manager of Digital Transformation at Telefonica

Hi 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 […]

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CXBuzz Interview with Alysson Rodrigues, Product Manager at Banco do Brasil

Hi 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 […]

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How To Celebrate CX Day 2021

On 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 […]

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The Customer Experience Landscape Map: 2021 Edition

Welcome 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. […]

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CXBuzz Interview with Nicolas Talkowski, CX & Contact Center Manager at Banco Itau Argentina

Hi 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 […]

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CXBuzz Interview with Saurabh Mittal, Vice President, Global Digital Transformation Leader, EXL

Hi 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 […]

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CXBuzz Interview with Michael Creal, Market Unit Leader, CE&X NA CX Customer Success – Emerging Segment at SAP

Hi 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 […]

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CXBuzz Interview with Mayte Alquicira Chávez, Loyalty and CX Manager at Cinépolis Cinemas USA

Hi 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 […]

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CXBuzz Interview with Christopher Colley, Senior Principal, Head of CX Practice EMEA at Medallia

Hi 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 […]

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Berkshire Grey Develops AI Put Wall To Meet e-Commerce Demands

Berkshire 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 […]

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CXBuzz Interview with Michela Cocco, Global CX & Innovation Manager at Nestlé Nespresso

Hi 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 […]

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Accenture Will Acquire Brazilian CX Platform Experity in the Wake of e-Commerce Boom

Accenture, 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 […]

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Market Research Platform getWizer To Offer Digital Rewards via Rybbon

getWizer, 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 […]

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CXBuzz Interview with Justin Thomas, Head of Strategy, Alliances and Digital Transformation at Standard Bank Group

Hi 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 […]

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CXBuzz Interview with Georgia Mantzana, Senior User Experience (UX) Designer and Consultant

Hi 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 […]

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CXBuzz Interview with Aida Bononato, CX Client Executive at Kantar Insights, Spain

Hi 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 […]

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CXBuzz Interview with Holly Anthony, Senior CX & UI Designer at Prezzee

Hi 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 […]

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CXBuzz Interview with Mrinmoy Chakraborty, Head of Digital Transformation Business at SOLiD Technologies

Hi 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 […]

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InMoment’s Acquisition of Lexalytics Signals New Chapter for Data-Driven Experience Improvement

It’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 […]

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CXBuzz Interview with Jim Katzman, Principal, CX Strategy & Enablement at InMoment

Hi 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 […]

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CXBuzz Interview with Hasnain Mohammadi, Marketing & CX Manager at Falcon-i

Hi 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 […]

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JCPenney Adopts AI Solution To Boost Online Sales

JCPenney, 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, […]

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How Companies Often Miss the Point on Customer Complaints

In 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 […]

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CXBuzz Interview With Nicolas Ortiz –Esaine, Lead of Innovation and CX at Etnomarketing

Hi 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: […]

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CXBuzz Interview With Eddie Ortiz, CX at Gusto

Hi 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 […]

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CXBuzz Interview with German Mendivil, Customer Delivery Leader at Cisco

Hi 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 […]

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CXBuzz Interview with Raz Heiferman, Senior Digital Transformation Advisor at BDO Israel

Hi 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 […]

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CXBuzz Interview with Sebastian Förster, CX Manager at RLE INTERNATIONAL Group

Hi 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 […]

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CXBuzz Interview With Israel De Freitas, CX Lead at Algar Telecom

Hi 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 […]

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CXBuzz Interview With André Freire, CX Learning and Development Analyst at 99

Hi 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 […]

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3 Survey Design Tips To Drive Business Impact

For 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 […]

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The Connection Between Customer Experience (CX) and Employee Experience (EX)

Research 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 […]

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CXBuzz Interview With Martijn van Deel, CX Advisor at Capgemini

Hi 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 […]

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CXBuzz Interview With Eric Valenzuela, Country Head for Digital Transformation at Geniusto

Hi 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 […]

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The Most Common Misunderstandings Related to Customer Experience (CX): Expert Panel

In 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 […]

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CXBuzz Interview With Falguni Kadvani, AVP – Digital Strategy and Transformation at Emxcel

Hi 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 […]

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CXBuzz Interview with Tolu Omorodion, Customer Experience Management Unit at ARM Investment Managers

Hi 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 […]

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Marin Software Announces Integration with Criteo’s Commerce Media Platform To Enhance eCommerce Advertising

Digital 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. […]

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CXBuzz Interview with João Victor Narducci Ferreira, CX Business Improvement & Experience Sr. Specialist at 99

Hi 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 […]

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CXBuzz Interview with Luiz C. Herculano, Senior Consultant at Oracle Cloud CX

Hi 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, […]

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Twilio Segment Promises Personalized Customer Experiences with New CDP Developer Toolkit

Twilio, 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 […]

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New e-Commerce Analytics App Offers Comprehensive Insights for Brands and Retailers

Webgility, 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 […]

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CXBuzz Interview With Wilson M Silva, Head of Business and Digital Transformation at Foursys

Hi 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.    […]

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CXBuzz Interview With Sunnyma Ghosh, Senior Program Manager at Microsoft

Hi 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 […]

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CXBuzz Interview With Priyanshu Vatsha, Digital Transformation at Proven Consult

Hi 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 […]

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To Meet Google’s New Criteria, Amplience Announces SEO Optimization Solution

Amplience, 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 […]

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Leveraging Data to Improve the Customer Experience

When 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 […]

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Adobe Tackles Patient Experience in Healthcare with New Solution

Computer 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 […]

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CXBuzz Interview With Amit J, Digital Transformation Project Manager at Accenture

Hi 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 […]

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CXBuzz Interview With Carolina Agueda, CX Consultant Brazilian telecom company

Hi 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 […]

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CXBuzz Interview With Sujith Jain, CX India Lead at IBM

Hi 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 […]

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NCR and TruMark Partner To Improve Digital Transformation in Banking

NCR 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. […]

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Ahmet Akkus CXBuzz CXBuzz Interview With Ahmet Akkus, Digital Transformation Leader at Akkanat Holding

Hi 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 […]

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TELUS International Opens Its Third Digital CX Delivery Center in the U.S.

New 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 […]

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5 Common Mistakes To Avoid When Creating CSAT and NPS Surveys

Using 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 […]

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Nicholas Casana CXBuzz CXBuzz Interview With Nicholas Casana, Head of Marketing at Nembol

Hi, 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. […]

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Boingo To Work with Amazon To Speed Up Digital Transformation at US Airports and Stadiums

Boingo, 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 […]

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Shopper Digital Transformation Experience Center Founded in Tokyo, Japan

Tokyo 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 […]

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Contentsquare Announces Acquisition of Product Experience Insights Platform Hotjar Contentsquare Announces Acquisition of Product Experience Insights Platform Hotjar

Contentsquare, 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 […]

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CXBuzz Interview with Mario Sepp, EXCO Ambassador

Hi 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 […]

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CXBuzz Interview with Alexandra MacRae, Head of Marketing and CX at Avinode Group

Hi 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 […]

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Amrutha Murthy CXBuzz Interview With Patricia Prado, CDO at Casa Flora Importadora & Mentor at InovAtiva Brazil

Hi 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, […]

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These Are Some of the Customer Experience Solutions Trending in the CX Industry Right Now (August 2021)

In 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 […]

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Jorge Gonzalez Lopez cxbuzz CXBuzz Interview With Jorge González López, CX, Innovation, and Research Principal at Think&Sell

Hi 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 […]

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CXBuzz Interview With Jesse Oliveira de Castro, CX and Data Scientist at Ambev

Hi 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 […]

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With Wix’s New Platform, Businesses Can Build Their Own Mobile App

The 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 […]

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CXBuzz Interview With Adam Ince, CX at iFit & Co Founder at Summit CX

Hi 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 […]

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CXBuzz Interview With Lucas C Nascimento, CX Planning Specialist at Gympass

Hi 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 […]

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CXBuzz Interview With David Claude, Director Expert at CGI

Hi 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 […]

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CXBuzz Interview With Bandar Almutairi, CX Design Director at MHRSD

Hi 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 […]

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CXBuzz Interview With Naresh Gunupuru, Director Process Management & Analytics at TransUnion

Hi 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, […]

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CXBuzz Interview With Hans-Jacob Philipp, CX Consultant at Danish Commercial Industries Federation

Hi 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.’ […]

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Jeff Sheehan CXBuzz CXBuzz Interview With Jeff Sheehan, Independent CX Advisor & ECXO Ambassador

Hi 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 […]

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Groupon Announces Partnership with Wellness Appointments App Booksy

Global 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 […]

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CXBuzz Interview With Ignacio Casna, Fraud Prevention at Mercado Libre – CX

Hi 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 […]

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Toyota Kirloskar Motor Inaugurates Virtual Showroom with AR Features

Toyota’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, […]

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CXBuzz Interview With Tony Johnson, Founder at Ignite Your Service

Hi 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 […]

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Innovative Streaming App droppTV Brings e-Commerce to Music Videos

Fashion 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 […]

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CXBuzz Interview With Angeleen Rohda, Program Manager of Customer Experience at Alarm.com

Hi 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 […]

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CXBuzz Interview With Natalia Ropoz, Senior CX Analyst at IUDÚ

Hi 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 […]

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CXBuzz Interviews – ECXO Series With Enrique Gomez Alonso, Principal XP South EMEA at Medallia

Hi 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 […]

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In-Store Ads Positively Influence Consumer Behavior, Inmar Intelligence Survey Suggests

The 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 […]

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CXBuzz Interview With Enrique Gonzalez del Valle, Head of CX at CONTPAQi

Hi 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? […]

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CXBuzz Interview With Jesus Hoyos, Principal at CX2Advisory

Hi 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 […]

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Affinitiv Launches New Digital Experience Platform Built on Predictive Intelligence

Affinitiv, 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 […]

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CXBuzz Interview With Hugo Brunetta, CEO at 6 Sentidos

Hi 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 […]

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Aramex Partners with Salesforce to Digitize its Customer Experience

The 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 […]

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CXBuzz Interview With Eric L Hu, Principal, Product Strategy & Innovation at Walmart

Hi 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 […]

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CXBuzz 2nd Interview With Mary Drumond, Chief Marketing Officer at Worthix

Hi 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 […]

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CXBuzz Interview With Johan Botha Director at BrandLove

Hi 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, […]

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Digital Transformation Insights: What is the Discovery-Driven Approach?

What 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 […]

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CXBuzz Interview With Jacob Lyhne Kjellerup

Hi 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 […]

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ConsenSys Partners with LivePerson to Offer AI Support to Users

ConsenSys, 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 […]

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CXBuzz Interview With Roberta Silva, Founder at Consultoria de Sucesso

Hi 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 […]

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CXBuzz Interview With Christian Bowman, General Manager, Internal Projects at Entain Australia

Hi 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 […]

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CX Automation Platform Yellow.ai Raises $78.15M in Series C Funding

The 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 […]

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Are you designing your experiences for customer loyalty or for customer retention?

Last 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 […]

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CXBuzz Interview With Jamie Thorpe, Head of Experience Management at Ipsos MORI CX

Hi 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 […]

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CXBuzz Interview With Howard Schulman, Director Of Marketing at Lightico

Hi 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 […]

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Cyber Digital Transformation Provider Optiv Announces New Cybersecurity Solution

Optiv, 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 […]

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Hot! Pizza Hut Partners with Digital Experience Analytics Platform Contentsquare

Fast 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 […]

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CXBuzz Interview With Imre Guaglianone, Director at Kiquix Innovation Studio

Hi 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 […]

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CXBuzz Interview With Valerii Gribovskii, CX Project Manager at VTB

Hi 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 […]

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Bed Bath & Beyond Is Modernizing Its Supply Chain To Improve Customer Experience

US 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 […]

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CXBuzz Interview With Jonathan Duhig, Service Design Transformation at The Australian Passport Office

Hi 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 […]

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CXBuzz Interview With Ramanujan MK, Project Manager CX at Cisco & Creative Director at Musicloudstudio

Hi 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 […]

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Three Customer Experience Strategies That May Annoy Your Customers

During 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 […]

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CXBuzz Interview With Steve Ross, CEO at Integrated Experiences Consulting

Hi 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 […]

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Three Digital Transformation Trends in the Post-Lockdown Retail Industry

The 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 […]

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Crosschq Taps Katherine Johnson as Head of Marketing

Human 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 […]

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CXBuzz Interview With Samuel Gabra, Collaboration Infrastructure Manager at Alshaya Group

Hi 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 […]

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RIP CSAT – POV Article by Ben Phillips CCXP

Whilst 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 […]

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Customer Experience Optimization: 2021 Guide

Customer 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 […]

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CXBuzz Interview With Ben Segal, Senior Director of Customer Experience at Pair Eyewear

Hi 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 […]

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Prospecting and Customer Experience

Customer 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 […]

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Alithya Unveils Plan To Offer Digital Transformation Guidance to Colleges

Alithya, 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 […]

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CXBuzz’s Latest Guest Columns: July 2021

As 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 […]

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Verizon Business and Mastercard To Introduce 5G Contactless Payments

Verizon 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 […]

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Amperity Raises Another $100 Million to Expand Customer Data Platform

Amperity, 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 […]

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CXBuzz Interview With Anthony Tripyear, Director, Global Sales Operations & Enablement at StarTech

Hi 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 […]

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Salesforce Closes Its Massive Acquisition of Slack

Salesforce, the popular customer relationship management (CRM) platform provider, announced Wednesday the completion of its $27.7 billion acquisition of the business messaging app Slack. The massive acquisition is expected to help Salesforce build a “digital headquarter” for the work-from-anywhere model. Together, the two companies will provide businesses with a comprehensive platform where employees can communicate […]

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CXBuzz Interview With Brian Edwards, Director of Customer Experience at GEHA

Hi Brian, tell us about yourself and your background. Hi Alon, I am a Kansas City native (Go Chiefs and Royals!), have a wife and two girls, and enjoy investing time with family, church, and the community.  Professionally, I am currently Director, Customer Experience at Government Employees Health Association (GEHA), a leading health insurance company […]

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Beneva Partners with Qualtrics to Tackle Personalization in Customer Experience

The Canadian insurance company Beneva announced Wednesday that it has partnered with Qualtrics, a comprehensive experience management platform, to provide its customers with personalized experiences. Qualtrics’ solution CustomerXM will give Beneva customer data in real-time, enabling it to engage more customers and respond to them promptly, the company said. Beneva is hoping that, by combining […]

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Shrijay Sheth’s POV on The Common Misunderstanding of What CX is All About

There is an old saying in the world of business – ‘Customer is King’. But I think this needs some tweaking. ‘Customer Experience (CX) is the King’. This is because today, we are no longer customers whose opinions and preferences remain static: No. As customers, our preferences are impacted 24×7 by our experiences with the […]

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Volkswagen Appoints Markus Kleimann as Its New Chief CX Officer

Volkswagen has announced the appointment of its former Chief Development Officer Markus Kleimann as the company’s new Chief Experience Officer, in an effort to showcase and strengthen its commitment to customer experience. In his new role, Kleimann will work to ensure that the customers’ expectations and requirements are integrated into every stage of product and […]

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CXBuzz Interview With Tracy Downer, Manager of Customer Success at Genesys

Hi Tracy, tell us about yourself and your background. I started my career in Finance, working for NatWest in NY and Chicago. I decided to change careers and started working for a software company in my hometown, Pittsburgh. This company introduced me to the power of AI. The software combined 3 different mathematical techniques to […]

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CXBuzz Interview With Bruno Scott, CEO at Kula

Hi Bruno, tell us about yourself and your background. I´m 37 years old and love Ice Hockey, even living in Brazil. Passions never have explanations. I love to build processes to solve problems; I´ve been working with consultancy for business since my graduation. My life goal is to find the art inside everyone and help […]

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As e-Commerce Booms, Businesses Must Invest in SEO

Having just emerged from a perilous year for the economy — a year in which 6 in 10 businesses closed permanently in the United States — also the businesses that survived the pandemic are bound to be struggling. As many companies deal with scarce resources, the importance of Search Engine Optimization is sometimes overlooked. However, […]

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CXBuzz Interview With Julie Persofsky, Managing Director & Customer Success Practice Lead at Winning by Design

Hi Julie, tell us about yourself and your background. I am an adventurist, mom of 3 very active kids, wife of an entrepreneur, and you will often find me taking calls while walking my dog through the forest. I stumbled into Customer Success when I was leaving a consulting job in New York, and one […]

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CXBuzz Interview With Jaime Jimenez, MEA Success Engagement Director at Salesforce

Hi Jaime, tell us about yourself and your background. I have 3 passions: my family, outdoor sports, and innovation. I was born and raised in Madrid, where I completed my studies and started my professional career. Currently, I live in Amsterdam with my family, and where I enjoy, as much as I can, one of […]

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CXBuzz Interview With Seth Hall, COO and Head of CX at LIO Insurance

Some info about today’s interview, Seth Hall, COO and Head of CX at LIO Insurance. Before joining LIO, Seth was a Senior Vice President at Philadelphia Insurance Companies (PHLY), where he was responsible for setting the strategic direction of the 600+ person Customer Service Operation. Seth developed and led the award-winning Voice of the Customer […]

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Your Brand’s Customer Experience Strategy

A while back, I was having a conversation with the VP of Customer Service for a big international corporation regarding his group’s CX strategy. He was getting a little agitated as I kept inquiring about his approach and trying to nail him down. Getting a bit frustrated, at one point he kind of threw up […]

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CXBuzz Interview With Ankesh Sagar, Vice President & Head – APAC Marketing At Insider

Hi Ankesh, tell us about yourself, your background? I am an award winning, high energy global marketing leader experienced in establishing marketing teams & devising strategic integrated marketing plans to accelerate pipeline for fast-growing tech companies. I have a proven management background in B2B marketing for pre-IPO, unicorn, SaaS, and public companies seeking to grow […]

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Augmented Reality, Chatbots and Artificial Intelligence: Keeping Up with e-Commerce Trends

Due to the rapid growth of e-commerce — hastened by the increase in online shopping as a result of the COVID-19 pandemic — it is unsurprising that the market has become extremely saturated, with many businesses hoping to profit off the industry’s potential. As competition becomes more aggressive, so too are marketing strategies. In this […]

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CXBuzz Interview With Steve Susi, Partner at KANE Creative Group

Hi Steve, tell us about yourself and your background After 16 years with New York’s digital creative agencies, I joined Amazon Advertising as its first NYC creative director in 2012, where my teams would deliver original brand experiences on behalf of hundreds of advertisers and millions of customers worldwide. In 2014 I became its first […]

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5 Keys To Customer Loyalty

When it comes to growth and sustainability, the world around us continues to evolve. One aspect that has remained constant is how valuable a loyal customer base is. Not only does their recurring revenue allow for proper planning, but they also are advocates who will invest in your business and are less costly to maintain […]

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CXBuzz Interview With Sharon-Drew Morgen, Breakthrough Innovator & NYT Bestselling Author

Hi Sharon-Drew, tell us about yourself and your background As someone with Asperger’s, I knew I was ‘different’ but desperately wanted to show up as normal. Since there seemed to be no available process to make the changes I needed (I realized it’s not possible to change a behavior by trying to change a behavior), […]

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In The Post-Pandemic World, Good CX Is Your Business’ Survival Skill

Until the last decade, customer experience (CX) used to be an esoteric concept limited to the affluent customer base who frequented Disneyland or flew business class with Lufthansa. But with digital technology seeping into almost all aspects of our lives, CX has become a non-negotiable part of every business’ growth. Customers these days place a […]

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CXBuzz Interview With Sara Christine Chojnacki, Founder and Principal at Hello Sara Christine

Hi Sara, tell us about yourself and your background. Hello CXBUZZ! Hello! It is such a pleasure to be interviewed, thank you for having me. My passion and enthusiasm for all things experience design started with my mother. She emphasized the importance of knowing that the experience I am having is more than likely not […]

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Why Customer Retention and Loyalty Are Lagging Indicators and What CX Metrics Can Be Used as Leading Indicators

Often as Customer Success professionals we set our eyes on the north star metrics of customer retention and customer loyalty, however it’s important to note that while these are key benchmarking metrics to track and measure, they are lagging indicators of success. For any SaaS organization the single most important metric usually is net revenue […]

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CXBuzz Interview With Vasudeva Akula, Ph.D., Co-Founder & Head of Data Science VOZIQ

Hi Vasudeva, tell us about yourself and your background I am one of the two co-founders at VOZIQ. We help recurring revenue businesses retain their customers using AI and Machine Learning Algorithms using our cloud-based predictive analytics platform. Over a 25-year long career, I had the opportunity to deploy advanced analytical solutions to over 100 […]

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