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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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Health Data Platform Validic Launches Solution to Simplify Onboarding Experience

Validic, a platform that provides access to digital health data, announced Tuesday the launch of the HealthBridge Express program, designed to provide an easy onboarding experience for members of the company’s remote patient monitoring program. Leveraging on nearly 500 digital health technologies, Validic is building an ecosystem that enables healthcare organizations to build one-to-many digital […]

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CXBuzz Interview With AJ Triano, EVP, Customer Experience Practice at Syneos

Hi AJ, tell us about yourself and your background. My name is AJ Triano. I am the EVP, CX Practice Lead at Syneos Health. My 15-year career in healthcare technology and communications focuses on innovation and customer experience in healthcare. I have worked within global healthcare agency networks, alongside Big Tech, and in small agile-based […]

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CXBuzz Interview With Jeremy Uzeta, COO/CCO at Crucible CX Advisors

Hi Jeremy, tell us about yourself and your background I’m 2nd to oldest of 7 kids raised by a single father. I’ve worked since I was in Jr High. No formal college education because I worked straight out of high school to help my Dad take care of my younger siblings. I stumbled into Telecommunications back […]

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Customer Loyalty – How Do You Build Your Tribe?

Outside of my customer focused business world, I have always taken a keen interest in sport – both as a participant and as a spectator.  What I have noticed over the years is a blurring of these disciplines where I have found myself reading books around both the mind set of elite sports people and […]

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Retail Customer Experience Report Shows Consumers Prefer Hybrid Services

Customer behaviors have shifted to digital but not as starkly as experts expected, according to a recent retail customer experience report published by Tallwave, a CX design company. The report analyzed the way the COVID-19 pandemic has changed consumer behaviors and their post-pandemic expectations, suggesting that a hybrid model of in-person experience and digital services […]

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5 Ways AI, ML, and Analytics Improve CX through Better EX

Studies have shown that there is a high correlation between employee experience and customer experience. An environment in which employees are engaged translates directly into positive customer experiences as well as into higher corporate profits.  Your team’s experience affects how happy your customers are. The efficiency and effectiveness of their work processes can directly impact […]

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CXBuzz Interview With Jenn McMillen, Founder & Chief Accelerant at Incendio

Hi Jenn, tell us about yourself and your background I’m Jenn McMillen and the founder of Incendio, where my specialty is increasing topline revenue by building and fixing customer programs. I am a nationally known loyalty & CRM expert, recognized most often for creating GameStop’s PowerUp Rewards, which has more than 35-million members. I built […]

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New Trends in eCommerce What Gen Z Expects From Online Shopping It’s Time To Stop Overlooking Packaging as a Key Element of CX

A surge in online shopping due to the COVID-19 pandemic has led to an influx in the number of packages being used by retailers. This presents a unique opportunity for eCommerce businesses to improve their customer experience and brand impression through their products’ packaging. While some aspects of package design may be purely practical, others […]

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New Trends in eCommerce What Gen Z Expects From Online Shopping New Trends in eCommerce: What Gen Z Expects From Online Shopping

For many people, Gen Zers in particular, eCommerce has nearly replaced the need for brick and mortar stores in their day-to-day lives. The COVID-19 pandemic has only accelerated a heavy shift that was already taking place. eCommerce store service provider Oberlo projects that this year there will be 2.14 billion digital buyers; due to the […]

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CXBuzz Interview With Shane D. Shirley, President at Shane Shirley Media

Hi Shane, tell us about yourself and your background Thank you very much, it’s my pleasure to chat with you. Let me start by asking your readers to think about what it is that makes them tick? Because if they are as lucky as I am, they get to live their passions each day. For […]

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CXBuzz Interview With Irene F. Lefton, Customer Success Influencer, Advisor and Author

Hi Irene, tell us about yourself and your background I am a Customer Success Influencer, Strategist and Advocate who has been working in this field since before it existed as a function in business. I grew up in a family retail business and we were successful largely because of our focus on customers. It wasn’t […]

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TideSmart and Reveal Announce New Partnership to Provide Face-to-Face CX Analytics Solution TideSmart and Reveal Announce New Partnership to Provide Face-to-Face CX Analytics Solution

The U.S.-based experience management company TideSmart and Reveal, an Israeli AI-powered customer experience analytics start-up, have announced a partnership aiming to offer a suite of face-to-face customer experience (CX) analytics solutions to U.S. companies. TideSmart will only act as a reseller of the tool, named F2F.AI, which is mainly going to be run by Reveal. […]

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3 Companies Share Their Secrets Of How They Excel At CX

Providing a stand-out customer experience now plays a significant, if not crucial, part in a company’s success. The ones who stand out make it look easy. But of course, it is not.  I set out to ask three such companies how they approached and achieved outstanding CX. My first stop was to ask Jason Howard, […]

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CXBuzz Interview With Nareni Hourican, Head of eCommerce Partnerships at Anheuser-Busch

Hi Nareni, tell us about yourself and your background and how you got to the eRetail space? I have always had a passion for creativity and invention that led me to study Industrial Engineering at Universidad Panamericana before going on to receive my masters in International Marketing at the same university. Having a strong passion in marketing […]

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Code Risk Platform Apiiro Hires John Leon as VP of Business Development Code Risk Platform Apiiro Hires John Leon as VP of Business Development

As a pioneering start-up in the field of code security and risk management. Apiiro is now dealing with soaring demand by hiring John Leon as its new Vice President of Business Development. With more than 15 years of experience in high-growth technology companies such as GitHub, Leon will seek “partner-driven growth” for Apiiro by expanding […]

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How To Empower Your Team To Become Your Greatest Customer Experience Asset

Your employees power the customer experience. They’re the driving force behind sales calls, customer support and various brick-and-mortar experiences. Your customers interface with them day in and day out – which in turn elevates or dampens the customer experience. However, that’s not the only way your employees touch the customer experience – they impact the […]

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CXBuzz Interview With Teresa Cottam, Chief Analyst at Omnisperience

Hi Teresa, tell us about yourself and your background My name’s Teresa Cottam and I’m the Chief Analyst at telecoms analyst firm Omnisperience. I look at how telecoms firms can improve experience and customer service. Previously I was a principal analyst at Analysys Mason, Head of Publications & Research at Chorleywood Consulting and Managing Editor […]

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Wix Boosts Its Online Shopping Offering with New Solution Wix Boosts Its Online Shopping Offering with New Solution

Wix, the popular Israeli website development platform, has announced the launch of its new extended eCommerce solution. The solution offers multiple features aimed to help users build, maintain, and scale their online stores, and can be further augmented with Ascend, a CRM and marketing suite, and Velo, a web development platform (formerly known as Corvid). […]

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Oyster Consulting Hires Two Digital Transformation Experts Oyster Consulting Hires Two Digital Transformation Experts

Oyster Consulting, a US-based financial services consulting firm, has announced that two formerly independent consultants, David Altschul and Jeffrey Wilk, will be joining the company’s Strategic Planning and Execution team as directors. Altschul and Wilk’s comprehensive experience with arranging and carrying out company-wide digital transformations is expected to make them valuable members of Oyster’s board […]

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Customer Retention Is Not (In Fact) Loyalty

How many times have you heard the sentences: “we need to retain our customers for longer” or “our objective is to reduce the churn rate for x%”. Keeping the clients in our base is something really important, a necessity which makes the difference between keeping your business in the game or declaring bankruptcy. But let’s […]

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CXBuzz Interview With Brad Fagan, B2B Product Marketing Insights Lead at Uberall

Hi Brad, tell us about yourself and your background I am originally from New Zealand. I have a German wife, a Romanian dog and I currently live in Vienna, Austria. I’m passionate about fitness and on weekends my wife, dog and I go trail running in the mountains. In terms of my professional background, I […]

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Grammarly Expands Enterprise Solution with New AI Features Grammarly Expands Enterprise Solution with New AI Features

Grammarly, an AI-powered writing assistant, has launched new features for its B2B product offering to help enterprises improve written communications skills among employees. In the fast-paced, contemporary work culture, there is a prevailing struggle between the importance of speed and efficiency of communication. When businesses focus on producing at a breakneck pace, they leave themselves […]

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medallia logo CX Company Medallia Wins Customer Management Solution Award

Medallia, a U.S. customer and employee experience management company, announced last Tuesday that its Medallia Strikedeck platform has won the 2021 SIIA CODiE Award for Best Customer Success Management Solution. “We are proud to be recognized as the Best Customer Success Management Solution with this important CODiE award,” said Shreesha Ramdas, Senior Vice President & […]

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CXBuzz Interview With Jason S. Bradshaw, Global Guru on Customer Service & Best-Selling Author

Hi Jason, tell us about yourself, your background I am Jason S. Bradshaw a leading thought leader on Customer & Employee Experience and 1 of 30 Global Gurus on Customer Service. I help organisations transform and accelerate growth through an intentional focus on experience management. I started my first business at 14 years of age […]

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CXBuzz Interview With Jenelle Washington, Principal Customer Experience Manager at T-Mobile

Hi Jenelle, tell us about yourself and your background I’ve spent my entire 16 year career at T-Mobile in B2B, or as we call it, T-Mobile For Business (TFB).  In that time, I’ve supported Small Business, Enterprise, Indirect Sales and now my current role supporting the onboarding of T-Mobile’s Wholesale customers.  Business customers hold a […]

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Hallmark’s Greetings Cards Are Getting a New Digital Transformation Treatment Hallmark’s Greetings Cards Are Getting a New Digital Transformation Treatment

Hallmark Card, Inc. has announced a new service, Sign & Send, which aims to simplify the delivery of physical Hallmark greeting cards. The new service allows people to write handwritten messages on a physical card right from their phone or computer, and is available for over 2,000 cards on Hallmark’s website. “Today, people use their […]

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CXBuzz Interview With Ken Peterson, President of CX at QuestionPro

Hi Ken, tell us about yourself and your background. I have over two decades of experience in the CX research with a focus on combining operational with experience data to generate business insights and global CX deployments. My prior career was in retail operations, very much a by-the-numbers and by-the-formula roles.  When I was brought […]

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CXBuzz Interview With Musa Hanhan, Managing Partner at Xperiente

Hi Musa, tell us about yourself and your background. I am a CX practitioner and strategist whose purpose in life is to make people’s lives better. I help midsize to enterprise companies deliver a better experience through a set of practices in design, analytics, measurement, operations, and culture. Before establishing Xperiente, I was at Genesys, […]

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CXBuzz Interview With Star Hofer, Vice President of Customer Success at PartnerStack

Hi Star, tell us about yourself and your background. I have been fortunate to work my entire professional career in tech start-ups. I am currently at my 5th tech start-up, where I continue to do what I absolutely love: building teams with purpose. I have worked every function after the initial sale and loved every […]

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CXBuzz Interview With Lance Zingale, Chief Customer Officer & GM EMEA at SYKES

Hi Lance, tell us about yourself and your background. I’ve been working in the BPO business for 20 years, with 15 of those spent at SYKES in roles across sales, client management, and general management. Prior to BPO, I was in the telco business and spent 17 years with AT&T. Upon joining SYKES, I moved […]

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CXBuzz Interview With Mishel Justesen, Marketing Technology Strategist at Avanade

Hi Mishel, tell us about yourself, your background? I am a Marketing Technologist who moved to Los Angeles in the ’90s and adopted Southern California as my forever home. I currently live in San Diego, California. When I’m not geeking out on the latest technology for marketing teams, I love baking cakes and riding my […]

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CXBuzz Interview With Shrijay Sheth, LegalWiz’s founder

Hi Shrijay, tell us about yourself and your background. I have 15+ years of formative and immersive experience across industries and geographies. After my MBA (San Diego), I worked in the US, gaining an extensive background in eCommerce, with some of the finest digital commerce stories in the US. A large part of that, about […]

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CXBuzz Interview With Chuck Brooks, Adjunct Faculty at Georgetown University

Hi Chuck, tell us about yourself and your background. My career has transcended industry, government, academia, and media. In industry, I held senior executive roles for General Dynamics as the Principal Market Growth Strategist for Cyber Systems, at Xerox as Vice President & Client Executive for Homeland Security, for Rapiscan and Vice President of R […]

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CXBuzz Interview With Steve Bederman, President at NobelBiz

Hi Steve, tell us about yourself and your background. I started way back as an agent, in the late 70s, and moved into management in some larger corporations in the 80s. At that time, what we talked about in business was the idea that you don’t know what you don’t measure. And a lot of […]

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CXBuzz Interview With Aakash Varma, Lead Supply Chain at Dabur

Hi Aakash, tell us about yourself and your background. I started my career as an intern with a manufacturing company, where I learned to solve business problems related to inventory and supply chain flow. Thereafter, I moved across industries like food supply chain, consulting, retail and currently in FMCG. While being in any industry, my […]

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CXBuzz Interview With Dan Gingiss, Chief Experience Officer at The Experience Maker

Hi Dan, tell us about yourself, your background? I spent nearly 20 years in Corporate America as a marketer at companies like McDonald’s, Discover, and Humana before going off on my own in January 2019. Today I am an international keynote speaker and customer experience coach, and I love teaching companies how to create remarkable […]

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CXBuzz Interview With Garyfallos Ntalampiras, CEO at ICY MELON Marketing

Hi Garyfallos, tell us about yourself and your background. Operations Manager of Tuff Pupper and CEO of Icy Melon Marketing agency, with 8-year background in Digital Marketing and E-commerce. Have managed successfully the expansion of numerous brands on Amazon’s platform. Self-taught digital marketer and holder of a bachelor’s degree in International Business and Economics. 2. […]

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CXBuzz Interview With Mark Ratekin, Principal Director, Global CX Consulting at Confirmit

Hi Mark, tell us about yourself and your background. I have spent the majority of my career in the CX consulting space; I’ve been privileged to work with some of the best companies the world has to offer (firms like Lenovo, Cisco Systems, Dun & Bradstreet, and IHS, just to name a few). I came […]

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CXBuzz Interview With Vartika Kashyap Chief Marketing Officer at ProofHub

Hi Vartika, tell us about yourself and your background. Hello there. I am Vartika Kashyap, Chief Marketing Officer at ProofHub. I like to think of myself as the guide at the workplace. I started out at ProofHub as a marketing manager, I have seen my skills evolve from marketing senior to team manager, to the […]

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CXBuzz Interview With Jason Noble, VP Global Customer Success at Vinli

Hi Jason, tell us about yourself and your background. I’m the VP of global customer success at Vinli, leading our European business operations and our global customer success function, covering customer success management, support, onboarding, and training. Vinli is a US headquartered technology startup in the world of connected cars. We’re almost 7 years old […]

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CXBuzz Interview With Rebeccah Rybalsky, Head of Consumer Insights at Replenium

Hi Rebeccah, tell us about yourself and your background. Over the last 21 years, I’ve been leading research and analytics within the CPG, Retail, and eCommerce sectors.  I’ve worked in all aspects of research and analytics, partnering with companies to leverage insights in product innovation, customer experience, brand health, operations, and logistics.  I have worked […]

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Verizon Acquires Indoor Positioning Firm Senion

One of the United States’ largest wireless network operators, Verizon, is expanding its location-based technology offering, targeting precise indoor positioning as an important part of the plan. Verizon announced last week that it has acquired Senion, a firm that develops location-responsive solutions. The move will allow Verizon to combine its 5G new platform with Senion’s […]

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CXBuzz Interview With Laura Patterson, President at VisionEdge Marketing

Before we start, here’s some background about Laura: Laura began her 25+ year career in sales and had the great fortune of working across functions spanning customer relationship management, strategic and product marketing, analytics, and marketing operations. Today she is at the helm of VisionEdge Marketing, founded in 1999, and is recognized as one of […]

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CXBuzz Interview With Priya Hunt, Director of Customer Experience Design at Thames Water

Hi Priya, tell us about yourself, your background? I head up customer experience design at Thames Water, leading a team to help improve customer experience, deliver brilliant digital experiences, and inclusive, insight-led customer journeys. Thames Water delivers life’s essential service so that its ~15m customers, communities, and environment in London and Thames Valley can thrive. […]

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CRE Platform BLDUP Hires Matt Hagen as New COO and CFO

BLDUP, a US-based business intelligence platform provider that focuses on data analytics and search engine optimization for the real estate industry, has announced that Matt Hagen has joined the company as its new COO and CFO. Hagen previously worked as Senior Product Line Manager at IBM Watson Commerce and as VP of Operations, Transformation, Finance, […]

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SKEEPERS Introduces New User-Generated Content Platform into the U.S. Market

French tech firm SKEEPERS has entered the U.S. market with its newly-launched user-generated content platform TEESTER. SKEEPERS is a fast-growing tech company that provides “people-smart” SaaS solutions to help brands to create value from and for their customers. The company’s new ROI-driven solution platform, TEESTER, is a tool that allows brands to create and manage […]

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CXBuzz Interview With Paul Pember – Leadership Mentor & Head of CS at London Borough of Camden

Hi Paul, tell us about yourself and your background. I’m a Head of Customer Service within Local Government in the UK – currently leading a team of approx. 200. I started my career as an Advisor and progressed into senior management roles over the following decade. I’ve worked for four organisations in that time, across […]

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CXBuzz Interview With Mike Moran, CPO at SoloSegment

Hi Mike, tell us about yourself and your background. I am a former IBM Distinguished Engineer who has written three books on digital marketing. I’ve been working in artificial intelligence since the ’80s and have been working in customer experience since working at im.com starting in 1998. I am currently the Chief Product Officer at SoloSegment, […]

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CXBuzz Interview With Ankit Aggarwal, Manager, CS at MoEngage

Hi Ankit, tell us about yourself and your background. I hold a Computer Science degree. After completing a couple of years as Developer and Project Manager, I made a stint as Customer Success Manager. Since then, I never looked back and made this my passion. I am currently working with a Bengaluru-based startup named MoEngage. […]

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CXBuzz Interview With Kevin Wessels, Founder and Managing Director at RevSherpas

Hi Kevin, tell us about yourself and your background. I’m the Founder of RevSherpas, a Houston-based business growth advisory and customer experience strategy consulting firm for small to mid-sized businesses. I have over 10 years of revenue growth acceleration consulting experience scaling global companies via strategic CRM and CX transformations using my internationally proven and […]

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CXBuzz Interview With Julia Atwater, Head of CX at ATOS

Hi Julia, tell us about yourself and your background. I’m the Head of Customer Experience, Communications, and Engagement for our Business Transformation Services division in Atos. My team is primarily responsible for transforming financial services and insurance organizations. I joined Atos ten years ago and have had a variety of client service delivery and communication […]

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CXBuzz Interview With Janine Fry, Head of Customer Experience at Flare HR

Hi Janine, tell us about yourself and your background. I’ve spent the last 10yrs in the world of SaaS implementation and support; the last 3yrs have been spent working at a fintech startup called Flare. What attracted me to Flare was the opportunity to work in an organization that is on a mission to help […]

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CX Supplier Genesys Launches New Customer Engagement Platform

Genesys, a cloud-based CX technology supplier, has launched its new customer engagement platform, Genesys DX, its latest endeavor into improving customer engagement and experiences. The company claims that this launch could mark the beginning of a new chapter for the way companies handle customer engagement. Traditionally, companies have approached engagement through singular interactions on electronic […]

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CXBuzz Interview With Patrick Tripp, Senior Vice President of Product Marketing at Cheetah Digital

Hi Patrick, tell us about yourself and your background. I’m SVP of Product Marketing at Cheetah Digital. Cheetah Digital helps some of the world’s largest brands to drive revenue, build lasting customer relationships, and deliver a unique value exchange across the entire customer lifecycle. I have been working in the products, marketing, and technology space for over […]

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CXBuzz Interview With Victor Paulinno, Head of Customer Success at Fix Pay

Hi Victor, tell us about yourself and your background. I have a degree in Marketing from UNIFOR – University of Fortaleza. For the past 10 years, I have participated in the development of big businesses and transformed lives until then. ⠀ I worked in the product and service segments in large companies in the Ceará […]

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CXBuzz Interview With Michael Wolfe, CEO at Bottomline Analytics

Hi Michael, tell us about yourself and your background. I am CEO of a data analytics company, Bottom-Line Analytics. We do advanced analytics and predictive modeling.   Included in this is marketing effectiveness modeling.  We include a CX metric in our marketing models. What is the biggest misunderstanding about customer experience, in your opinion? Dismissing its […]

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CXBuzz Interview With Nick Lygo-Baker, Founding Director Company at Paradigm CX

Hi Nick, tell us about yourself and your background. I run a company called Paradigm CX Ltd, whose purpose is to provide expert customer insights that drive performance improvement through better employee and customer outcomes. I am a Customer Experience specialist who has over 16 years’ experience operationalising insights to drive change positive customer focused […]

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CXBuzz Interview With Marshall Lager, Research Principal at G2

Hi Marshall, tell us about yourself and your background. I’m an independent CRM analyst, originally from New York and currently living in Chicago. I entered the field as a journalist, writing for CRM magazine, and branched out after that. I’d call myself a generalist, but some of my favorite concentrations are customer experience, customer journeys, SMB, and enterprise suites. I’ve […]

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CXBuzz Interview With Claudine Els, Director at RadixTrie

Hi Claudine, tell us about yourself and your background. I started working in the IT Industry in 2010, and in Summary from a service desk agent taking support calls to senior management at one of the largest IT companies in Africa to now being a founder of an IT company that focuses on Data in […]

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Target Veteran Brian Lannan Joins CX Solution Provider Avtex as VP of Retail Experience

Avtex, a TTEC Digital company, is expanding its team with the recent addition of Brian Lannan as its new Vice President of Retail Experience. Prior to being hired by Avtex, Lannan oversaw the Guest Experience Team at Target, and brings 15 years of retail experience with CX strategy development to the table. As Vice President […]

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CXBuzz Interview With Guilherme Tavares, CEO at Toccato Service

Hi Guilherme, tell us about yourself and your background. I have been working with the client experience since 2007. The perspective on the subject was completely different from what we are experiencing today, not only due to the change in the commercial models of products/services or the very advance of the industries. I worked on […]

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CXBuzz Interview With Chuck Schaeffer, Director Board Of Directors At Tesla NanoCoatings

Hi Chuck, tell us about yourself and your background? I’ve been providing business growth services and technologies for three decades. What is the biggest misunderstanding about customer experience, in your opinion? I think the biggest misunderstanding is believing you can fix CX problems with technology solutions. It’s similar to the naïve belief that CRM software […]

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Video-Based eCommerce Platform Shopflix Goes Live

There is a new video-based eCommerce platform in town: Shopflix, a self-proclaimed “storytelling network,” went live earlier this month. Shopflix is a streaming platform on which brands can feature their products. Shopflix supplies daily “shoppable” video content hosted by an assortment of industry experts and influencers. The network offers a variety of shows spanning a […]

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CXBuzz Interview With Radha Seetharaman, Head of Customer Experience at Tech Mahindra

Some information about today’s interviewee, Radha Seetharaman: Radhakrishnan Seetharaman has 22+yrs of Exp in defining Technology road map in digital customer experience, solution consulting and recommendation, Program delivery management in Enterprise and Digital content, B2b2c Commerce, Digital marketing, UI/UX, AI/ML. Head of Online Digital services – Tech Mahindra Americas part of CX group Holds MS […]

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CXBuzz Interview With Mahipalsinh Rana, CTO at INEXTURE Solutions

Hi Mahipalsinh, tell us about yourself and your background.  I possess 17 years of well-grounded experience in the IT industry, encompassing the knowledge of integral concepts. I hold a CTO position at Inexture solutions LLP with the knack of turning codes into unfailing applications. What is the biggest misunderstanding about customer experience, in your opinion?  […]

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CXBuzz Interview With Errol Allen, Author of “Keys to Delivering Amazing Customer Service”

Hi Errol, tell us about yourself and your background. I am an operations consultant where I assist my clients in creating internal operations consistency, leading to good experiences for both internal and external customers. My customer experience journey began as an agent on the phone a loooong time ago (lol), then progressing into management, and […]

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These Are the Top-Rated Car Insurance Companies in the United States

USAA Group, NJM Insurance Group, and Amica Mutual Group stand out as the best car insurance companies in the United States, according to a new survey by Consumer Reports, a non-profit organization that helps consumers make informed purchasing decisions. According to the survey, vehicle insurance providers such as Liberty Mutual, Kemper and Esurance fell behind […]

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CXBuzz Interview With Hiram Damin, Customer Success Team Leader at Octadesk

Hi Hiram, tell us about yourself and your background. I graduated in Advertising and  I’ve got MBA in Digital Marketing from FESSC – Brazil. In 2020 I was elected Top World 100 Customer Success Strategists by the American Success Coaching.  Author of the book: “Customer Success: o sucesso das empresas focadas em clientes” – Customer […]

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CXBuzz Interview With David Cherry, SVP, Director of Customer Experience at Biolumina

Hi David, tell us about yourself and your background. Born in Summit, N.J., I grew up mainly in Australia and was educated at Melbourne University. I moved back to Manhattan in 1992 with an idea for combining video and audio with magazine-style articles and photos as a pop-culture digital publication on CD-ROM. Blender Magazine secured […]

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AI-Powered CX Start-Up Wings Hires Former Starbucks SVP as Executive Advisor

Wings, a start-up company that develops autonomous businesses, has announced that Jim McDermet will join the company as its new Executive Advisor. McDermet, a Starbucks veteran, will assist the executive team in the expansion of the company’s professional network and advise its strategies and operations. “My entire professional career has been influenced by the two […]

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CXBuzz Interview With Manish Nepal, Founder Of Marketing Impact

Hi Manish, Tell us about yourself and your background? I am a freelance content marketer with over 10 years of experience working for B2B companies. More recently, I have helped global brands like RingCentral, Freshworks, and SalesHacker grow their organic marketing footprint. I have also launched an online marketing agency—Marketing Impact—given the sudden spike in […]

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CXBuzz Interview With Nic Windley, Investor, Strategist & Founder of Acceleron V

Hi Nic, tell us about yourself and your background? I’ve been a multidisciplinary problem-solver over my 25-year career in both start-ups and global corporates where I’ve mostly been responsible for profit and loss and revenue generation, leveraging know-how from academic qualifications and professional experiences in technical, business, start-up, and corporate realms. That journey started with […]

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CXBuzz Interview With Ian Golding, CEO & Founder at Customer Experience Consultancy

Hi Ian, tell us about yourself and your background? I have been involved in the field of customer experience and business improvement for over 25 years. Having spent 17 years working within a corporate environment across financial services, outsourcing, foodservice, and retail, I launched my own independent CX consultancy in February 2012. Over the last […]

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Exostar Introduces New Digital Transformation Platform to Secure Data and Cooperation

This week, Exostar announced the launch of its new digital transformation platform, The Exostar Platform, to assist businesses in well-regulated industries to safely cooperate with their partners and customers around the world. Exostar is a leading provider of secure business cooperation operating in the defense, life science and healthcare industries. The company’s new initiative is […]

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CXBuzz Interview With Akos Tolnai, CEO at AbilityMatrix

1. Hi Akos, tell us about yourself and your background? I came to the CX community by an unusual route. I was an officer in the fire and rescue service and we wanted to understand why people were not following our advice or doing as we expected when we attended fires. As a result, I […]

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CXBuzz Interview With Akos Tolnai, CEO at AbilityMatrix

Hi Akos, tell us about yourself and your background? I came to the CX community by an unusual route. I was an officer in the fire and rescue service and we wanted to understand why people were not following our advice or doing as we expected when we attended fires. As a result, I instigated […]

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CXBuzz Interview With Chris Taylor, Head of Customer Operations at Tyk

Hi Chris, tell us about yourself and your background? I started my career in the contact center as an agent handling insurance claims about 10 years ago. Eventually, I moved into resource planning and contact center management in the insurance industry, managing a contact center of 50 FTE. I then moved to a travel and […]

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CXBuzz Interview With David Wales, Founder at SharedAIM

Hi David, Tell us about your background? I came to the CX community by an unusual route. I was an officer in the fire and rescue service, and we wanted to understand why people were not following our advice or doing as we expected when we attended fires. As a result, I instigated and led […]

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CXBuzz Interview With Dr. Swapnil Dambe, Head of Digital Transformation at REDX WeSchool

Hi Swapnil, tell us about yourself, your background? I am a strong believer that ‘Experiences’ make or break a brand and hence ‘Experience Design’ – The field of crafting memorable and engage-able experiences plays a pivotal role in innovating today’s businesses. Today, we are also in the most thrilling times. Digital as a medium enables […]

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CXBuzz Interview With Luís Melo, Senior Manager, Solutions Architect EMEA at Zendesk

Hi Luís, tell us about yourself and your background. I’m a proud Portuguese, living in London (UK), passionate about sports (tennis, cycling, formula 1) and politics. I’ve spent most of my career working for consulting companies, specializing in the design, alignment, implementation, and integration of customer engagement and management platforms. Recently joined Zendesk to lead […]

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CXBuzz Interview With Kevin Mason, Strategy Director at P&S Strategy

Hi Kevin, tell us about yourself and your background. I’m strategy director for our B2B marketing agency, where I help clients attract, acquire and retain customers to achieve their growth ambitions. I’m also seconded as part-time Marketing Director to the board of Cornish Mutual, a farming insurance provider. I started my career back in the […]

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Kratos To Deliver Products Supporting Satellite Industry’s Digital Transformation

Kratos Defense & Security Solutions, Inc. has announced that it will deliver products to support the satellite industry’s digital transformation effort to sell virtualized systems to 24 customers around the world. Kratos is a leading National Security Solutions provider. It will support the industry by delivering products in Kratos’ quantum and SpectralNet lines.  Krato’s OpenSpace […]

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CXBuzz Interview With Stan Konopka, CIO at Molecular Partners

Hi Stan, tell us about yourself and your background. Starting my professional career as an IT consultant, I’ve had the opportunity to work with a diverse range of organizations of all shapes and sizes.  These experiences gave me the chance to gain perspective on how technology can help bring real business outcomes. As I progressed […]

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CXBuzz Interview With Kim Oslob, Sr. Director of Customer Engagement at MeasuringU CXBuzz Interview With Kim Oslob, Sr. Director of Customer Engagement at MeasuringU

Hi Kim, tell us about yourself and your background. I started out my career in User Experience and while working for a UX Company I moved over to a Customer Success Role. It is all interrelated and all about the Customer and their experiences using a product, working with a company and satisfaction. I have […]

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Forrester’s Customer Experience Index Shows US Companies’ CX Has Improved During the Pandemic Forrester’s Customer Experience Index Shows US Companies’ CX Has Improved During the Pandemic

According to Forrester’s U.S. 2021 Customer Experience Index rankings, 21% of the U.S. brands included in the index have seen an increase in their customer experience scores compared to the previous year. The company’s new CX report suggests that the COVID-19 pandemic has forced brands across the world to innovate their ways to improve customer […]

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CXBuzz Interview With Bruce Temkin, Head of Qualtrics XM Institute, and Co-Founder of CXPA.org CXBuzz Interview With Bruce Temkin, Head of Qualtrics XM Institute, and Co-Founder of CXPA.org

Hi Bruce, tell us about yourself and your background. I’m an engineer by training who is fascinated by how things work. While I started my career building submarine missile systems, I’ve spent the last several decades decoding how people and organizations behave. My work focuses on helping organizations design the right processes, systems, and incentives […]

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FoodStorm Launches Self-Service Solution To Improve Customer Experience FoodStorm Launches Self-Service Solution To Improve Customer Experience

FoodStorm, a catering software provider, has launched a new solution called FoodStorm Kiosk to help in-store customers place orders themselves. Thanks to this implementation, customers will be able to place, edit and pay for their orders autonomously, helping stores compete with other companies like Amazon and Walmart, which offer similar services. FoodStore is a catering […]

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CXBuzz Interview With Jay Hollister,Senior Director of CX at Canadian Red Cross CXBuzz Interview With Jay Hollister,Senior Director of CX at Canadian Red Cross

Hi Jay, tell us about yourself and your background. I’m Jay Hollister, and I’m a customer-experienced obsessed professional. I started my career in the Business Process Outsourcing space, supporting contact center operations for the financial services sector. I had the opportunity to wear many hats during that career, including as a business analyst, in client […]

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Where Do We Stand on Employee Experience? Here’s the Latest Where Do We Stand on Employee Experience? Here’s the Latest

As COVID-19 restrictions are lifted, companies are resuming their businesses, both on an increasing digital scale and delivering customer service face-to-face. On the frontline of those interactions are the employees, interacting with customers every step of the way on behalf of brands. Their responsibilities have increased along with the risks of performing their work, so […]

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The Differences Between Digital Transformation and IT Modernization The Differences Between Digital Transformation and IT Modernization

Digital transformation is on the tips of everybody’s tongues nowadays; but what does it specifically entail? Often used as an umbrella term for any incorporation or modernization of technological tools employed as part of a company’s strategy, digital transformation goes deeper into business systems and models, fundamentally changing use along with upgrading it. The publication […]

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CXBuzz Interview With Christina Sanders, Inbound marketing manager at Lucid CXBuzz Interview With Christina Sanders, Inbound marketing manager at Lucid

Hi Christina, tell us about yourself and your background. I’m currently focused on marketing for Lucidpress – a brand templating platform. I started in communications and then made a shift into digital marketing. I’m a big reader and also do some teaching on the side. What is the biggest misunderstanding about customer experience, in your […]

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CXBuzz Interview With Howard Lax, Principal Director of Customer Experience Consulting at Forsta CXBuzz Interview With Howard Lax, Principal Director of Customer Experience Consulting at Forsta

Hi Howard, tell us about yourself and your background. The boring stuff: I have 35+ years of experience in research and consulting, with a focus on customer experience for the last 25 years or so. This includes both client- and vendor-side experience, having worked with both B2C and B2B firms across a broad spectrum of […]

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New CX Research and Trends You Should Know About New CX Research and Trends You Should Know About

Customer experience is taking first place in importance for customers in their journey, according to a new Socialbakers report. The report compiles the latest research and surveys in the CX sphere. CX is the main differentiator that brands were expected to be competing by in 2021, said 86% of surveyed CX professionals. Over two thirds […]

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CXBuzz Interview With Itai Neter, Product Manager at Uberall CXBuzz Interview With Itai Neter, Product Manager at Uberall

Hi Itai, tell us about yourself, your background? Israeli born, Berlin-based. After graduating from college with a major in communications, I felt the future was very clear – I was going to be a film director. I felt very strongly about that I realized the paycheck to work hour ratio right about the moment, so […]

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CXBuzz Interview With Ruth Stevens, B2B consultant, Author and Educator CXBuzz Interview With Ruth Stevens, B2B consultant, Author and Educator

Hi Ruth, tell us about yourself and your background. I consult on B2B marketing for medium to large companies, specializing in sales lead generation and marketing data.  I also teach marketing at NYU Stern and a variety of business schools abroad, like Hong Kong University of Science and Technology and the Indian Institute of Management […]

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CXBuzz Interview With Daphne Wu, Director of CX at #Paid CXBuzz Interview With Daphne Wu, Director of CX at #Paid

Hi Daphne, tell us about yourself, your background? I’m currently building and laying the foundation for a scalable CX machine at a tech startup in Toronto, Canada: #paid. I’ve been with the company in various capacities over the past 5 years, from Finance to RevOps to CX. It’s been amazing to grow and scale my […]

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CXBuzz Interview With Michael Baum, Director of Customer Experience Transformation at VMware CXBuzz Interview With Michael Baum, Director of Customer Experience Transformation at VMware

Hi Michael, tell us about yourself and your background. I started my career working in traditional advertising. I quickly transitioned into direct marketing and then followed the evolution of this discipline into data-based marketing.  I worked for a number of years both as a consultant and at an agency leading the development of customer retention […]

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Ericsson’s Mobility Report Explores the Future of Digital Transformation for Cellular Technology Ericsson’s Mobility Report Explores the Future of Digital Transformation for Cellular Technology

By 2026, there will be nearly 27 billion connected devices around the world. This is the prediction of a new report published by Ericsson, which discusses how to take advantage of innovations in IoT and connectivity to propel a successful digital transformation.  In addition to highlighting success stories from a few major companies, the report […]

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CXBuzz Interview with Stacy Sherman, the Founder of DoingCXRight CXBuzz Interview with Stacy Sherman, the Founder of DoingCXRight

Before we start with the interview, here’s some information about Stacy: She is a Certified Customer Experience (CX) pioneer and the Founder of DoingCXRight®, helping business leaders apply her unique  ‘Heart & Science’ framework to improve customer and employee experiences while maximizing results. What is the biggest misunderstanding about customer experience, in your opinion? People […]

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CXBuzz Interview With Joseph Michelli CXBuzz Interview With Joseph Michelli

Hi Joseph, tell us about yourself, your background? I am an extremely fortunate person who received my master’s and doctorate from the University of Southern California. As a Certified Customer Experience Professional, I get to assist companies worldwide on customer-centric journeys. I profile the best practices from some of the companies with which I’ve worked […]

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Anodot Launches New Product Features To Boost Customer Experience Anodot Launches New Product Features To Boost Customer Experience

Anodot, an autonomous business monitoring company, has launched two new tools to enhance its customer experience. The Business Impact Alert functionality allows customers to “measure the impact of anomalies on business operations,” while the Influencing Events functionality helps them “flag relevant alerts during reoccurring but shifting events,” according to a press release. The Business Impact […]

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CXBuzz Interview With David Raab, CEO of the Customer Data Platform Institute CXBuzz Interview With David Raab, CEO of the Customer Data Platform Institute

Hi David, tell us about yourself and your background.   I started my career as a direct marketer in magazine circulation.  That means I was running a subscription business well before ‘software as a service’ and doing the kinds of analysis that today is common when analyzing online advertising results.  After that, I became a consultant […]

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CXBuzz Interview With Paul Weald, the Contact Centre Innovator CXBuzz Interview With Paul Weald, the Contact Centre Innovator

Hi Paul, tell us about yourself and your background. I first got involved in the world of contact centers and customer experience in the mid-1990s, which was the time when businesses first started using the telephone channel for sales and service. No longer did consumers have to walk the up high street to buy insurance […]

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CXM Company Sprinklr Files for Initial Public Offering

Sprinklr, the customer experience management software company, filed for its initial public offering on May 28 with the U.S. Securities and Exchange Commission. In the IPO filing, the company has revealed a 19.3% increase in annual revenue, per Reuters. “The company reported total revenue of about $386.9 million in the year ended Jan. 31, while […]

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CXBuzz Interview With James Johnson, VP Account Planning at VDX.TV

Hi James, tell us about yourself, your background?  My professional background is varied, with two constants; client services and writing. I’ve held roles as a reporter and editor for newspapers and magazines, worked as a financial advisor, event planner and web designer for a university, a Media Planner for an advertising agency, and now as […]

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Discount Offers Are Effective Appeasement When Fixing Company Errors, Study Finds Discount Offers Are Effective Appeasement When Fixing Company Errors, Study Finds

It is common knowledge that a positive customer experience is the backbone of any service or business, but what are the best ways to correct experiences gone wrong? CodeBroker, a small offer marketing platform, surveyed over 1,200 consumers on their opinions of various conflict resolutions to examine what kind of appeasement customers are most responsive […]

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CXBuzz Interview With Drew Stevens PhD CXBuzz Interview With Drew Stevens PhD

Hi Drew, tell us about yourself and your background. I am a business turnaround expert working with small to middle-market senior business leaders and founders that struggle and create new skills that transform them into wealthy and healthy organizations. What is the biggest misunderstanding about customer experience, in your opinion? Many companies do not realize […]

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UK Student Loans Company Establishes Customer Panel UK Student Loans Company Establishes Customer Panel

Having recently established a new Customer Vision, the UK non-profit Student Loans Company has made a further step in its strive for customer-centric experience, founding the Student Finance Customer Panel. The Student Loans Company (SLC) is owned by the UK’s Department of Education as well as the governments of Scotland, Wales, Northern Ireland, along with […]

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CXBuzz Interview With Mike Wittenstein, Founder & Managing Partner at StoryMiners CXBuzz Interview With Mike Wittenstein, Founder & Managing Partner at StoryMiners

Hi Mike, tell us about yourself and your background. I’m Storyminers’ founder and managing partner, IBM’s former eVisionary, a digital agency founder, and a 5-time professional services entrepreneur who speaks four languages. My job is to help leaders find profitable opportunities, sharpen their ideas, win support from their teams, and create more value for their […]

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CXBuzz Interview With Alexander Weihmann, Marketing Manager at ChurnZero CXBuzz Interview With Alexander Weihmann, Marketing Manager at ChurnZero

Hi Alex, tell us about yourself, your background? Sure, my name is Alex Weihmann, and I’m the Demand Generation Manager at ChurnZero. Over the last several years, I’ve worked in a variety of areas and industries, spanning from professional sports to the events industry. During my time in these roles, I fell in love with […]

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UnionPay International Announces Enhanced CX Strategy in South Africa UnionPay International Announces Enhanced CX Strategy in South Africa

UnionPay International has announced a tripartite partnership with Absa Bank and Massmark to enhance its customer experience in the South African retail payment market. Thanks to this partnership, many stores in South Africa will accept UnionPay cards. “We are delighted and grateful to have support from some of the strongest retail brands in the country,” […]

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CXBuzz Interview With Ed Powers, Principal Consultant, Service Excellence Partners CXBuzz Interview With Ed Powers, Principal Consultant, Service Excellence Partners

Hi Ed, tell us about yourself and your background. I’ve been in business for over 30 years, serving in sales, marketing, operations, and quality roles in a number of different industries. These past 8 years, I’ve been focusing on Customer Experience and Customer Success in SaaS and Managed Service Provider firms both as a practitioner […]

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CXBuzz Interview With Ricardo Saltz Gulko, Co-Founder of The European Customer Experience Organization (ECXO) CXBuzz Interview With Ricardo Saltz Gulko, Co-Founder of The European Customer Experience Organization (ECXO)

Hi Ricardo, tell us about yourself, your background? I am the managing director of Eglobalis, a boutique consulting working globally, helping organizations enhance their experiences and the European Customer Experience Organization founder. With over 24+ years as a CX transformational leader. My focus is to help organizations changing complexity into simplification and reigniting real innovation, CX and […]

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CXBuzz Interview With Michael R. Solomon, Ph.D., Professor of Marketing at Saint Joseph's University CXBuzz Interview With Michael R. Solomon, Ph.D., Professor of Marketing at Saint Joseph’s University

Before we start, here’s some background about Michael Solomon: Michael “wrote the book” on understanding consumers.  Literally. Hundreds of thousands of business students have learned about Marketing from his books, including Consumer Behavior: Buying, Having, and Being — the most widely used book on the subject in the world. Michael’s mantra is: We don’t buy […]

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The Importance of the Customer Journey Map

Customer service today is vital in our service-based economy. It is no coincidence that industry leaders such as Zappos, Apple, and Amazon are leaders in customer service. A superior experience generates return customers and diehard loyalty. In this age of social media, great customers spread the word like wildfire, attracting hordes of new customers on […]

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CXBuzz Interview With, Erica Solomon, Beauty Director CX at BrandShare CXBuzz Interview With, Erica Solomon, Beauty Director CX at BrandShare

Hi Erica, tell us about yourself, your background?  I joined Brandshare in January 2020 as the Beauty Director on the CX and Loyalty Team. Thrilled for this opportunity, I was able to combine my passion for beauty and curiosity for consumer behavior. Prior to my time at Brandshare, I have also been able to explore these […]

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CXBuzz Interview With Scott Draeger, VP Customer Transformation at Quadient CXBuzz Interview With Scott Draeger, VP Customer Transformation at Quadient

Hi Scott, tell us about yourself, your background? I spent two decades helping businesses communicate with customers in the Customer Communications Management software industry. While not explicitly a Customer Experience role, I’ve worked in software product management to make it easier for businesses to make their customer communications more effective. This included working with developers […]

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CXBuzz Interview With Jade Ranjalahy, Director of Customer Experience at GSoft CXBuzz Interview With Jade Ranjalahy, Director of Customer Experience at GSoft

Hi Jade, tell us about yourself, your background?  I have a background in Marketing research and consulting, specializing in Consumer Behavior. I have always liked to understand customers’ needs and desires rather than working on the way to convince them of something they do not even need. I am passionate about client-centricity and understanding the […]

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CXBuzz Interview With Michael Pellet, Vice President & Senior CX Consultant at SMA Group CXBuzz Interview With Michael Pellet, Vice President & Senior CX Consultant at SMA Group

Hi Michael, tell us about yourself, your background? I started out in tech, specifically IT infrastructure, before transitioning to internet software development. In 2003, I started my first strategy and marketing firm. I was able to grow that to 18 employees before selling it in 2007. From there, I was hired by a medical products […]

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How CX Plays in The Age of AI and ChatBots How CX Plays in The Age of AI and ChatBots

Hello, is there anybody in there? All of us as CX professionals and, more importantly, as customers have had the opportunity to be on the user end of automated response and resolution tools when we “need something” from a company. Some of these experiences are great, while others fall incredibly short and end up being […]

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CXBuzz Interview With Iain Fisher, Director at ISG CXBuzz Interview With Iain Fisher, Director at ISG

Some background about Iain Fisher: Iain has been in consulting and advisory for nearly 20 years, previously having spent time as a pilot trainee, medical student, and actuary.  Having worked across the globe delivering some high-profile and complex programs for which he and his teams have won awards, Iain joined ISG as a Director in […]

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CXBuzz Interview With Augie Ray, Vice President Customer Experience offering at Gartner CXBuzz Interview With Augie Ray, Vice President Customer Experience Offering at Gartner

Hi Augie, tell us about yourself, your background? I’m currently a Gartner VP and analyst conducting research and offering guidance to clients on CX practices. Before this, I was the Director of Customer Experience Action on the Voice of the Customer team at American Express. I started my CX journey focusing on digital strategy at […]

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Cybercrime Is on the Rise with DDoS Attacks on Vulnerable Servers Cybercrime Is on the Rise with DDoS Attacks on Vulnerable Servers

Digital transformation has been on the rise for quite some time, hitting an all time high during the COVID-19 pandemic. Companies and businesses have been forced to adjust at a short notice, digitizing services and moving to remote work. In addition to the myriad of obstacles and challenges organizations faced during this transformation, one less-talked […]

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CXBuzz Interview With Nick Coates, Director, Customer Experience at C Space CXBuzz Interview With Nick Coates, Director, Customer Experience at C Space

Hi Nick, tell us about yourself, your background? Hi back! I’m an escaped academic (with a Ph.D. in Francophone Caribbean Literature) who found his way into innovation and insight and discovered a knack for storytelling, creativity, and collaboration. I got into co-creation when it was still a quasi-mystical cult and still try to devote myself […]

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CXBuzz Interview With Babar Khan Javed, Director of Public Affairs at Z2C CXBuzz Interview With Babar Khan Javed, Director of Public Affairs at Z2C

Hi Babar, tell us about yourself, your background? I am a CIPR certified public affairs researcher, an advertising industry analyst, and a media investigative reporter. Currently based out of Islamabad, I head the public affairs practice for Z2C Limited, the second-largest multinational communications, advertising, public relations, technology, and commerce holding company in Pakistan. Delivering scientific and evidence-based plans […]

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CX Gaps and Measures of Customer Experience CX Gaps and Measures of Customer Experience

Me: “Hello. I would like to change my flight to the following week, please.” Airline: “No problem, Ms. Poppen. Let me check on availability. (15 mins on hold) It appears there are two seats left. We can move you to the new flight, but a change fee will apply as well as the fare difference.” […]

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CXBuzz Interview With Lauren Harding, Head Of Customer Experience at Spring CXBuzz Interview With Lauren Harding, Head Of Customer Experience at Spring

Hi Lauren, tell us about yourself, your background? From my very first job, working as a Saturday girl in a jewelry shop, I have always been driven by providing an excellent customer service and helping customers with their needs. After growing up in Essex, I moved to Wales, aged 23, and started my career with […]

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Pitfalls To Avoid When Applying Predictive Analytics For CX Pitfalls To Avoid When Applying Predictive Analytics For CX

Predictive analytics can be a powerful tool for your business as it will help you anticipate customer behaviors and align more closely to their expectations. This asset can continually improve your customer experience (CX) in real-time. You will also be able to preempt any problems in a customer journey, meaning reducing customer issues and the […]

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CXBuzz Interview With Alan See, Principal at Alan See CMO Temps CXBuzz Interview With Alan See, Principal at Alan See CMO Temps

Hi Alan, tell us about yourself, your background? I was recognized as one of the “Top 50 Most Influential Chief Marketing Officers on Social Media” by Forbes. I have also been voted the American Marketing Association “Marketer of the Year” for both Content Marketing and Social Media Marketing. In addition, I have served as an […]

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Lack of Regular Review Is Holding Back CX Strategies, Report Shows Lack of Regular Review Is Holding Back CX Strategies, Report Shows

A new survey conducted by Forrester Consulting and commissioned by Mapp Digital dwelves into the importance of using customer insights for CX improvements. The study notes that optimizing customer strategies was named the top priority for 2021 according to the 200+ global decision makers who were surveyed. 89% of the surveyed decision makers said that […]

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CXBuzz Interview With Mark Stevens, SVP Global Customer Care at DFO CXBuzz Interview With Mark Stevens, SVP Global Customer Care at DFO

Hi Mark, tell us about yourself, your background? I have been in customer-facing roles for my entire career, working with companies ranging from technology start-ups to large-scale, global multinationals.  Recently, I have joined DFO Global Performance Commerce as the SVP of Global Customer Care. Over my 20+ years in Customer Experience, I have found that […]

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CXBuzz Interview With Sharon Melamed, Managing Director at Matchboard CXBuzz Interview With Sharon Melamed, Managing Director at Matchboard

Hi Sharon, tell us about yourself and your background. I started my career as a Japanese-speaking call center agent and went on to run global business development for some large BPOs. 15 years with a Japanese company gave me a fantastic grounding in what truly great customer service is. 9 years ago, I launched a […]

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CXBuzz Interview With Alyona Medelyan, Co-Founder and CEO at Thematic CXBuzz Interview With Alyona Medelyan, Co-Founder and CEO at Thematic

Hi Alyona, tell us about yourself, your background? My background is in research. I have a PhD in Natural Language Processing. But I’m not an academic. I’ve always been passionate about applying my skills to solve real-world problems. Five years ago, I co-founded Thematic. We help companies improve customer experience through AI-powered customer feedback analysis. We […]

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CXBuzz Interview With Clayton Costa, Global VP of Customer Success at Drishti CXBuzz Interview With Clayton Costa, Global VP of Customer Success at Drishti

Hi Clayton, tell us about yourself, your background? I am originally from Brazil, and I work here in Silicon Valley for 10 years now. My 25 years career was built around enterprise software companies like IBM, Oracle, SAP, Infor, and others, serving mostly manufacturing and supply chain customers. I’ve always been in customer-facing positions, and […]

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The role for Chatbots – how do they make you feel? The role for Chatbots – how do they make you feel?

It’s part of human nature to recall those experiences – good and bad – that provoked an emotional response. As a CX consultant, a typical ice-breaker I use when opening a workshop with a group of participants that I haven’t worked with before is asking them to share with others the best and worst experience […]

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Ethics and Social Responsibility Are Increasingly Influencing Customer Loyalty Ethics and Social Responsibility Are Increasingly Influencing Customer Loyalty

With word of mouth and product reviews being readily available to consumers, business ethics and values are becoming increasingly more important for customers when making purchase decisions. A new study published by TollfreeForwarding.com suggests that, along with online reviews, the principles and practices of a business have a significant influence both in pre-purchase considerations and […]

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CXBuzz Interview With Nick King, Insight Director at AutoTrader CXBuzz Interview With Nick King, Insight Director at AutoTrader

Hi Nick, tell us about yourself, your background? I’m the insight Director at AutoTrader.  I’m a consumer psychologist and have been working in Marketing and research for over 30 years and am a visiting lecturer on the Consumer psychology course at Anglia Ruskin College, Cambridge. After graduating from Loughborough in 1986, I spent years in […]

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CXBuzz Interview With Dilpreet Singh, Head of CRM, Loyalty & Customer analytics at The Oberoi Group CXBuzz Interview With Dilpreet Singh, Head of CRM, Loyalty & Customer analytics at The Oberoi Group

Hi Dilpreet, tell us about yourself, your background? I am a seasoned professional with over 16 years of experience across varied industries like Hospitality, QSR, Retail, and BFSI. I am currently heading the CRM and Loyalty vertical for the flagship brand Oberoi Hotels & resorts and responsible for driving the repeat business through a direct […]

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CXBuzz Interview With Adrian Swinscoe, CX Advisor and Author CXBuzz Interview With Adrian Swinscoe, CX Advisor and Author

Hi Adrian, tell us about yourself and how you got to the CX space. I trained and worked as an economist, then as a teacher, working in the UK and overseas. Then I decided not to go down that route, got an MBA, transitioned into the commercial world, and worked for a couple of big corporations […]

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CXBuzz Interview With Ian Moyse, Chief Revenue Officer at OneUp Sales CXBuzz Interview With Ian Moyse, Chief Revenue Officer at OneUp Sales

Hi Ian, tell us about yourself, your background?  Hi, I am Chief Revenue Officer at OneUp Sales, responsible for driving Sales and Marketing in the business. I have spent the past 30 years in Sales and Sales leadership in the tech sector, the last 15 in Cloud Computing. I have had the pleasure to be […]

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CXBuzz Interview With Eloise Boezak, Head of Customer Experience at Africa Bank CXBuzz Interview With Eloise Boezak, Head of Customer Experience at Africa Bank

Hi Eloise, tell us about yourself, your background? I have worked in every aspect of marketing communication for over 21 years. My passions have really been harnessed in employee engagement and customer experience and I love to focus on understanding and fine tuning the fine art and science of the heart and mind of audiences, […]

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CXBuzz Interview With Adriana Tica, CEO at Copywritech CXBuzz Interview With Adriana Tica, CEO at Copywritech

Hi Adriana, tell us about yourself, your background? I am a marketer and copywriter, with more than 10 years in the field, most of which were spent marketing tech companies. I am the owner of Idunn and, in October 2019, I also launched Copywritech, a digital marketing agency that provides copywriting, SEO content writing, and […]

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CXBuzz Interview With Amit Elimelech, Head of Marketing at Solitics CXBuzz Interview With Amit Elimelech, Head of Marketing at Solitics

Hi Amit, tell us about yourself, your background? I have been in marketing for almost 7 years with a demonstrated history of working in the Tech Industry. Vast experience in strategic planning, defining go-to-market strategy, business management, and marketing, specializing in social selling and digital. Holding a Masters Degree (M.B.A.) from Ben Gurion University. Besides […]

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CXBuzz Interview With Paul Paras, CX and Commercial Operations Director at Teleflex CXBuzz Interview With Paul Paras, CX and Commercial Operations Director at Teleflex

Hi Paul, tell us about yourself, your background? I was fortunate enough to begin my career in the MedTech Industry immediately after high school as a teenager. It has allowed me to broaden my understanding of how businesses run from the bottom up, having worked in Customer Service, Warehousing, Repairs, Supply Chain, Sales, and Management […]

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ShopVue Announces New Digital Transformation Steps ShopVue Announces New Digital Transformation Steps

ShopVue announced on May 14 the modernization of its ShopVue Control Center, a shop floor management user interface, hoping to improve its customer experience. The new interface will provide access to important information, which could empower the manufacturing management. The improvements of ShopVue Control Center were intended to accelerate the company’s digital transformation, a priority […]

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CXBuzz Interview With Wissam Al Adany, CIO at GB Auto CXBuzz Interview With Wissam Al Adany, CIO at GB Auto

Hi Wissam, tell us about yourself, your background? I am the Group Chief Information Officer of Ghabbour Auto Group since 2014, managing IT operations in MENA. I had 25 years of rich and extensive experience in digital transformation within multinational organizations, including over 4 years of international tenure in Brazil & Kazakhstan. Before Ghabbour Auto, […]

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CXBuzz Interview With Joanna Dos Santos, Head of Customer Experience at Mid-Day Squares CXBuzz Interview With Joanna Dos Santos, Head of Customer Experience at Mid-Day Squares

Hi Joanna, tell us about yourself, your background? I am 27 years old and am currently working as the Head of Customer Experience at Mid-Day Squares. I was born in Montreal, Canada, and am of Portuguese descent, originally working in the Hospitality Industry. I finished my studies in 2016 at l’Institut de Tourisme et d’hôtellerie […]

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Allison Ausband Named Delta’s New Chief Customer Officer Allison Ausband Named Delta’s New Chief Customer Officer

Delta Air Lines has announced the retirement of Bill Lentsch, who contributed to the carrier’s response to the pandemic with new policies, and named its new chief customer officer, Alison Ausband, who was previously the company’s senior vice president of in-flight service. Lentsch worked for Delta for over 30 years. He oversaw in-flight service, customer […]

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Victoria’s Secret To Become a Public Traded Company by Late Summer Victoria’s Secret To Become a Public Traded Company by Late Summer

L Brands announced on May 11 that it will spin off Victoria’s Secret into a publicly traded company. The Board of Directors has approved a plan that will “separate the company into two independent, public companies: Bath & Body Works, one of the leading bath, body and home fragrance retailers, and Victoria’s Secret, including Victoria’s […]

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CXBuzz Interview With Craig Marion, Global Product Leader at DemandTec CXBuzz Interview With Craig Marion, Global Product Leader at DemandTec

Hi Craig, tell us about yourself and your background? I’ve spent 20 years developing, architecting, implementing, selling, and managing enterprise software to deliver customer value to a full range of retailers worldwide, as well as spending several years in retail myself. I’ve dealt with product strategy, delivery, and even sales, so I think about customer […]

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CXBuzz Interview With Terry Cain, Author and Co-Owner at Pinwheel Partners CXBuzz Interview With Terry Cain, Author and Co-Owner at Pinwheel Partners

Hi Terry, tell us about yourself, your background? I have a passion towards building a business culture that serves with excellence. My experience includes 30 Years in Fortune 500, Sales, Business Development, Process Mastery, Change Management and Customer Engagement. After leading regional sales businesses within Avnet, I discovered a strong skill set and passion for […]

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CXBuzz Interview With Tom Pick from Webbiquity CXBuzz Interview With Tom Pick from Webbiquity

Hi Tom, tell us about yourself, your background? I help small to midsized B2B technology companies generate more high-quality leads and increase brand awareness through digital marketing. I define that as five areas: SEO, PPC advertising, social media marketing, content marketing, and influencer marketing. I’m the author of “The Ultimate Guide to Content Marketing Software”; […]

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CXBuzz Interview With Dennis Wakabayashi, VP of CX for RR Donnelley CXBuzz Interview With Dennis Wakabayashi, VP of CX for RR Donnelley

Hi Dennis, tell us about yourself, your background? My career started as a production person in a print shop so I can guess you could say “at the bottom of the ladder.” Over the years I worked my way up the corporate ladder one rung at a time, learning to deliver customer experiences with my own […]

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CXBuzz Interview With Sandra Thompson, Founder of Ei Evolution CXBuzz Interview With Sandra Thompson, Founder of Ei Evolution

Hi Sandra, tell us about yourself, your background? I started out my career working in marketing.  I loved the idea that we could create experiences (from the point of building the brand through to the ‘after sales’ communications) where people’s lives would be made easier through something I was involved in.  About 11 years ago, […]

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CXBuzz Interview With Ajay Nambiar, COO & CSO at M3M CXBuzz Interview With Ajay Nambiar, COO & CSO at M3M

Some information and background about Ajay Nambiar: Ajay is recognized amongst the Top 150 Global Customer Experience Thought Leader and influencers with 28+ years of Business Operations and CX expertise across Hospitality, Technology, and Real Estate sectors. Proficient in building a) high-performance teams, b) scalable, multi-location, omnichannel systems, and certified processes. Established many “first ever” […]

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The EU Plans New Digital Transformation Initiatives The EU Plans New Digital Transformation Initiatives

As members of the European Parliament are setting up and voting on “Shaping the digital future of Europe” initiatives, many other plans are being put into place to ease and secure the block’s digital transition through policy and priority updates. In addition to the general policy of progressing in the digital transformation, there are targeted […]

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CXBuzz Interview With Martin Hill-Wilson, Founder of Brainfood Consulting CXBuzz Interview With Martin Hill-Wilson, Founder of Brainfood Consulting

Before we start, here’s some info about Martin and his background. Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry, positioning the value of new technology and the associated change agenda. He is now in his tenth year at […]

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CXBuzz Interview With Arthur Carmazzi, Founder of Directive Communication International CXBuzz Interview With Arthur Carmazzi, Founder of Directive Communication International

Hi Arthur, Let’s dive into the first question. Online commerce was booming in 2020, and so did consumer reviews. – How can brands better utilize this data to improve their customers’ experience? Well, the data we are collecting through our online colored brain system for those that allow it, literally how they communicate and interpret […]

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Digital Experience Is More Important Than Ever, Even Post-Pandemic Digital Experience Is More Important Than Ever, Even Post-Pandemic

As COVID-related restrictions ease in many Western countries and the more traditional customer engagement methods — such as in-person shopping and branch customer service — become an available option again, the shift to digital shows no signs of slowing down. Post-pandemic digital usage is predicted to become a prominent factor in brand engagement, after 81% […]

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CXBuzz Interview With Tony Boobier CXBuzz Interview With Tony Boobier

Hi Tony, tell us about yourself, your background? My original training was as an engineer, but I was more interested in why things fell down, as opposed to building them. It was a natural step into the insurance sector, which is data-infused, and that gave me the bug for using analytics. I spent the latter […]

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Poor Customer Experience Affects Customer Loyalty, Study Confirms Poor Customer Experience Affects Customer Loyalty, Study Confirms

One in three consumers have considered leaving a brand due to poor CX services and another 65% have acted on that consideration, according to a recent Sitel Group research on customer loyalty and perceptions. The study, titled “Driving Loyalty: Perception, Effort and Action,” reaffirms the importance of brands and companies investing into CX and cultivating […]

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CXBuzz Interview With Alex Jiménez, Chief Strategy Officer at EXTRACTABLE CXBuzz Interview With Alex Jiménez, Chief Strategy Officer at EXTRACTABLE

Hi Alex, Tell us about yourself, your background? I’m the Chief Strategy Officer at Extractable. We are a digital strategy, data, and design consultancy focused on financial services. I have a long career in banking and strategy. For the past decade I’ve focused on fintech and digital banking. It has been an exciting and frustrating […]

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PhaseZero Recognized For Its Customer Experience Management Solution PhaseZero Recognized For Its Customer Experience Management Solution

PhaseZero, an eCommerce software provider, was named a “top innovator in customer experience management (CXM)” by the magazine Technology Innovators. A recent cover story of the magazine highlighted the company’s PhaseZero CxCommerce solution, which “delivers a Unified Customer Experience across all digital commerce channels.” “We built our platform with Unified Customer Experience as an enabler […]

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CXBuzz Interview With Jay McBain Principal Analyst at Forrester Research CXBuzz Interview With Jay McBain Principal Analyst at Forrester Research

Some background about Jay McBain Jay McBain is an accomplished speaker, author, and innovator in the IT industry. Named 2021 Channel Influencer of the Year by Channel Partners Magazine, Top 40 Under Forty by the Business Review, Top 8 Thought Leader by Channel Marketing Journal, Top 20 Visionary by ChannelPro, Top 25 Newsmaker by CDN […]

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CXBuzz Interview With Bill Genovese, CIO and CTO, Technology Executive, Business and Technology Advisor CXBuzz Interview With Bill Genovese, CIO and CTO, Technology Executive, Business and Technology Advisor

Hi Bill, tell us about yourself, your background?   l have been a CIO and CTO for three startups as well as Vice President, Corporate Strategy- Global Banking and Financial Markets for Huawei Technologies, a CIO and CTO for a Blockchain Strategy and Technology company in the US, and a Principal Advisor for a CIO Advisory […]

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GNC Says It Uses Verint XM to Boost Customer Experience GNC Says It Uses Verint XM to Boost Customer Experience

Verint, the customer engagement company, announced on May 6 that GNC, a global wellness brand, leverages the Verint Experience Management platform to provide customers with better experiences. GNC has over 3,000 locations across the United States and Canada. In 2020, the company said it experienced an increase in demand for health and wellness products. The […]

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CXBuzz Interview With Carsten Ley, Founder of Asia PMO CXBuzz Interview With Carsten Ley, Founder of Asia PMO

Hi Carsten, tell us about yourself, your background? I’m the Founder of Asia PMO (asiapmo.com), a management consulting firm based in East Asia focused on agile business transformation. This includes agile management and goal-setting by OKRs as well utmost customer and employee experience focus. Based on my as VP Customer Experience to Lazada (Alibaba Group) […]

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CXBuzz Interview With Yaniv Navot, CMO at Dynamic Yield CXBuzz Interview With Yaniv Navot, CMO at Dynamic Yield

Hi Yaniv, tell us about yourself, your background? I am the Chief Marketing Officer at Dynamic Yield, a recognized leader by Gartner, Forrester, and Frost & Sullivan in Experience Optimization – our platform enables more than 350 global brands to quickly deliver and test personalized, optimized, and synchronized digital customer interactions. I was the first […]

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TodayTix Acquires CX-Focused Broadway Roulette TodayTix Acquires CX-Focused Broadway Roulette

TodayTix, a ticket resale marketplace focusing on the theater, announced its acquisition of Broadway Roulette on May 6. This acquisition will have Broadway Roulette retained its own branding and website. Broadway Roulette was founded in 2016 with the mission to make it fun and easy to buy Broadway shows’ tickets. Users can select a date, […]

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CXBuzz Interview With Carlton Gajadhar, Co-founder of the Visitor Experience Forum CXBuzz Interview With Carlton Gajadhar, Co-founder of the Visitor Experience Forum

Hi Carlton, Tell us about yourself, your background? For the past 15 years, I have worked in the tourist attractions and events industry, specializing in developing and supporting the onsite and online visitor experience and creating a positive employee engagement experience within museums, tourist attractions, concert halls, and palaces. I’ve worked on many different projects […]

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CXBuzz Interview With Abhishek Deshmukh, VP of Engineering & MD Singapore at Zendesk CXBuzz Interview With Abhishek Deshmukh, VP of Engineering & MD Singapore at Zendesk

Hi Abhishek, tell us about yourself, your background?  I have spent more than 20 years in the software industry. During this time, it’s been amazing to witness the disruptive innovation that technology has brought to our world, and I also have had the opportunity to learn and grow every single day.  Building teams that strive […]

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CXBuzz Interview With Jerry Acuff, Founder and CEO of Delta Point CXBuzz Interview With Jerry Acuff, Founder and CEO of Delta Point

Hi Jerry, tell us about yourself, your background? I am the founder and CEO of Delta Point, Inc, a sales and marketing excellence consulting company located in Scottsdale, AZ, and Malvern, PA, that is celebrating its 20th year in business. We have done business with 18 of the top 100 companies in the world. I […]

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CXBuzz Interview With Malay Harsha, VP Marketing at CleverTap CXBuzz Interview With Malay Harsha, VP Marketing at CleverTap

Hi Malay, tell us about yourself, your background? VP Marketing at CleverTap, leading user retention and marketing automation platform, I currently head team running the global GTM marketing motion along with brand awareness, field marketing, outbound motion, as well as integrated marketing programs across geos. I have been a B2C and a B2B growth marketing […]

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CXBuzz Interview With Rashmi Bhambhani, COO at Summatti CXBuzz Interview With Rashmi Bhambhani, COO at Summatti

Hi Rashmi, tell us about yourself, your background? Hi Alon… I’m a sales and marketing professional and over the last 3 years have been work in a tech start-up to help use AI to improve customer experience. Online commerce was booming in 2020, and so did consumer reviews. – How can brands better utilize this […]

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CXBuzz Interview With Dmitry Chervonyi, Chief Growth Officer at Belkins

Hi Dmitry, tell us about yourself, your background? I’m 31 years old, a father of 2 kids, and have a beautiful wife. It’s important to describe because my family helps me to keep life in balance. I have worked in the marketing field for over 9 years, and for the last 6 years, I have […]

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CXBuzz Interview With Pranesh Padmanabhan, CEO & Founder at Studio 31 CXBuzz Interview With Pranesh Padmanabhan, CEO & Founder at Studio 31

I’m Pranesh Padmanabhan, 33, a first-generation serial entrepreneur and the Founder of Studio 31, a decade-old, boot-strapped, creative wedding photography and film company that many publications have recognized for its zero inventory model and unique company culture in the unorganized wedding industry in India. To date, Studio 31 has captured over 8000 events and is […]

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8 Ways To Rule D2C in 2021 8 Ways To Rule D2C in 2021

In our previous article about D2C, we covered the main benefits of adopting this eCommerce strategy. Direct-to-Consumer can give your business more control over your products, access to critical customer data, and overall more profits. However, it’s also true that D2C is a strategy that does not necessarily work for every business. D2C undeniably has […]

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CXBuzz Expert Panel: How to Eliminate the Customer Experience Gap CXBuzz Expert Panel: How to Eliminate the Customer Experience Gap

The customer experience gap is the gap between what customers want and what companies actually offer them. As a customer, I’ve often received services that failed to meet my expectations. I therefore felt very frustrated and am unlikely to buy any product or service from these companies again because of the unpleasant experience I had.  […]

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CXBuzz Interview With Marius Laza, VP of Customer Experience at Postclick CXBuzz Interview With Marius Laza, VP of Customer Experience at Postclick

Hi Marius, tell us about yourself, your background? I started my career 13 years ago and held multiple roles in community management and customer success; I joined Postclick 7 years ago, and I am now their VP of Customer Experience. I built our processes and team of 50 CX individuals working with thousands of clients […]

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CXBuzz Interview With Francine Johnson, Customer Experience Leader at F5 CXBuzz Interview With Francine Johnson, Customer Experience Leader at F5

Hi Francine, tell us about yourself, your background? I lead the Customer Experience organization at F5. Over the last 20 years, I have worked in various customer-driven roles in the technology industry and have led teams in start-up, private, and public sector companies. About 11 months ago, I re-joined the F5 family to build and […]

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CXBuzz Interview With Peter Crofut CXBuzz Interview With Peter Crofut

A little bit about Peter Crofut: Peter is recognized as a pioneer and expert in the intersection of data analytics, cloud, and display platform technologies. His thought leadership has been published in Forbes and Think with Google; he also guests lectures at some of the world’s top business schools. As Google’s former Chief Platforms Evangelist, […]

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New Hires in the CX Space: May 3, 2021 New Hires in the CX Space: May 3, 2021

What is happening in the customer experience world this week? At CXBuzz, we closely follow the industry, monitoring recent hires and promotions. From Nymbus toSheerID, here are some of the most notable new hires in the CX space. Nymbus Hires Trish North as Chief Customer Officer Nymbus has recently filled several CX-related executive positions. The […]

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CXBuzz Interview With Anne Cramer, Board Member at SuiteCX & San Francisco Network Chair at CXPA CXBuzz Interview With Anne Cramer, Board Member at SuiteCX & San Francisco Network Chair at CXPA

Hi Anne, tell us about yourself, your background? I’m a 20-year veteran of customer experience strategy, serving mainly as a consultant, but also having in-depth experience in several industries inculding healthcare, entertainment, retail and travel. Online commerce was booming in 2020, and so did consumer reviews. – How can brands better utilize this data to […]

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Cisco Recognizes Zivaro For Customer Service Specialization Cisco Recognizes Zivaro For Customer Service Specialization

Focuses on Deepening the Customer Experience with Special Service Offerings Zivaro has been recognized by Cisco for its expertise and qualifications in assisting customers across the entire life-cycle of Cisco solutions and services. Zivaro’s President, Glenn Smith said that the company is proud to have achieved this new certification from Cisco and shows the reflection […]

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CXBuzz Interview With Nick Glimsdahl, Director of Contact Center Solutions at VDS CXBuzz Interview With Nick Glimsdahl, Director of Contact Center Solutions at VDS

Hi Nick, tell us about yourself, your background? I’ve only been in “CX” officially for the past three and a half years; however, the more I’ve gotten into CX, the more I realized that I have always been in a role to serve customers. Regardless of my roles in construction, retail, non-profits, fundraising, IT, and […]

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CXBuzz Interview With Dana Kachan, Content Manager at Fireart Studio CXBuzz Interview With Dana Kachan, Content Manager at Fireart Studio

Hi Dana, tell us about yourself, your background? I’m an enterprise content strategist, brand marketing consultant, and keynote speaker. My work and a huge part of my life are about helping companies build trust and provide support to their customers through the medium of digital content in all its forms. I’ve been providing services mostly […]

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CXBuzz Interview with Mike Kendall, Managing Director at The Customer Lab CXBuzz Interview with Mike Kendall, Managing Director at The Customer Lab

Hi Mike, tell us about yourself, your background? Sure. Despite my youthful ambitions to become a rock-star drummer, better judgment led me to a career in business (although I’m still keeping my chops up). I am passionate about helping leaders and teams create amazing customer experiences, value, and thriving communities. I’ve lived this out through […]

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The Benefits of Direct to Consumer A Trend To Watch: The Benefits of Direct to Consumer (D2C)

D2C or Direct-to-Consumer is an eCommerce strategy that allows brands or manufacturers to sell directly to the consumers with no middlemen. In other words, it shortens the supply chain by eliminating the middle segments, such as retailers, and introduces the products straight away in the market — that is, approaching the consumers directly. Perhaps D2C […]

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CXBuzz Interview With Michelle Long, Director of Communication & Corporate Social Responsibility at Shop LC CXBuzz Interview With Michelle Long, Director of Communication & Corporate Social Responsibility at Shop LC

Hi Michelle, tell us about yourself and your background? I serve as the Director of Communication and Corporate Social Responsibility for Shop LC.  With has over 20 years of retail and refining customer experience with large Big Box retailers I’m a well-known speaker empowering cultures to become more customer savvy and increasing employee morale. What do […]

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CXBuzz Interview With Coreen Merryweather, Director - Retail & Transport at Blue Prism CXBuzz Interview With Coreen Merryweather, Director – Retail & Transport at Blue Prism

Hi Coreen, tell us about yourself, your background? I have spent more than a decade working with some of the world’s most influential retail and transportation brands, specifically helping to improve customer experience by using various automation technologies. Over the years and after working with numerous employers like Oracle and Blue Prism, I have come […]

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CXBuzz Interview With Vikrant Bhalodia, Head of Operations at WeblineIndia CXBuzz Interview With Vikrant Bhalodia, Head of Operations at WeblineIndia

Hi Vikrant, tell us about yourself, your background? Head of Operations with 12+ years of multi-functional expertise across Sales & Digital Marketing, Consulting, IT Operations and HRM at WeblineIndia. Having passion towards technology and with multi-functional expertise in a Software Development Company based in the USA and India, Vikrant loves sharing insights on optimizing the success and […]

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CXBuzz Interview With Teresa Allen, Owner of Common Sense Solutions CXBuzz Interview With Teresa Allen, Owner of Common Sense Solutions

Hi Teresa, tell us about yourself, your background? I am the owner of Common Sense Solutions, a training and consulting firm focused on building profits and performance through enhanced customer service.  I am author of Common Sense Service, Close Encounters on the Front Lines and am co-author of The Service Path: Your Roadmap for Building […]

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New Hires in the CX Space: April 26th, 2021 New Hires in the CX Space: April 26th, 2021

What is happening in the customer experience world this week? At CXBuzz, we closely follow the industry, monitoring recent hires and promotions. From Credit Suisse to Cisco, here are some of the most notable new hires in the CX space. Merge Hires Nick Jones as Chief Client Officer Merge, a marketing services company, appoints Nick […]

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CXBuzz Interview With Tom Chapman, SEO project manager at Dark Horse CXBuzz Interview With Tom Chapman, SEO project manager at Dark Horse

Hi Tom, tell us about yourself, your background? Hello! I’m Tom Chapman, SEO project manager at digital agency Dark Horse – based in Manchester, UK. As you can probably guess from the job title, I specialize in search engine optimization and help brands rank better in search results. As I’m sure you can imagine, a lot […]

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CX Buzz Interview with Seth Earley, CEO & Founder at Earley Information Science CX Buzz Interview with Seth Earley, CEO & Founder at Earley Information Science

Hi Seth, tell us about yourself, your background? I have been in the information management space for over 25 years. I founded Earley Information Science in 1994, and we have worked with a diverse roster of Fortune 1000 organizations across industries—life sciences, manufacturing technology, financial services, insurance, healthcare and others The work that we do […]

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CXBuzz Interview With John Tschohl, President at Service Quality Institute CXBuzz Interview With John Tschohl, President at Service Quality Institute

Hi John, tell us about yourself, your background?   I started my company in 1972. For the last 41 years, I have solely focused on helping organizations drive a service culture with Customer Service Seminars and developing teams of employees providing superior services. Online commerce was booming in 2020, and so did consumer reviews. – How […]

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CXBuzz Interview with Brian Dennis, SVP of Customer Engagement at SMG CXBuzz Interview with Brian Dennis, SVP of Customer Engagement at SMG

Hi Brian, tell us about yourself and your background and how you got to the CX space? When I was just 6 years old and sold seed packets, I learned what great customer service looked like. When the seeds didn’t grow, my first customer wanted his money back. I refunded his 10 cents, and the […]

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CXBuzz Expert Panel – Who Is Reading What?

I must admit that my love for books knows no bounds. Therefore, today we are going to talk about one of my favorite topics: reading! How come? First and foremost, I want to break the monotony of corporate topics a bit. Secondly, reading is one of the routines that the most successful people typically never […]

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CXBuzz Interview With David Sunderland, VP CS & Operations at Aurea Software CXBuzz Interview With David Sunderland, VP CS & Operations at Aurea Software and Faculty & Mentor, CX Certificate Program at The University of Houston

Hi David, tell us about yourself, your background? I love to learn and be the best at what I do. My professional history has focused on making systems of engagement strategic, repeatable and scalable. Customers can go anywhere, so I focus on making the companies I’m a part of easy to do business with as […]

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CXBuzz Interview With Bob Furniss and Amas Tenumah, Co-hosts at The Contact Center Show CXBuzz Interview With Bob Furniss and Amas Tenumah, Co-hosts at The Contact Center Show

Hi Bob and Amas, tell us about yourself, your background, and how you guys met? Bob: Contact centers, customer service, and customer experience have been my only career. For more than 40 years, I’ve had the opportunity to work with some smartest people in the industry across many of the world’s best brands. While I […]

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CXBuzz Interview With Nikhil Datar, Senior Principal Consultant - Business Transformation at HCL Technologies CXBuzz Interview With Nikhil Datar, Senior Principal Consultant – Business Transformation at HCL Technologies

Hi Nikhil, tell us about yourself and your background and how you got to the CX space? With over 21 years of experience in management consulting, practice/ product leadership, and customer success management, I have had the fortune of working and living in various global locations as part of my career so far. My primary […]

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CXBuzz Interview With Roxanne Abercrombie, Content Manager at Parker Software CXBuzz Interview With Roxanne Abercrombie, Content Manager at Parker Software

Hi Roxanne, tell us about yourself, your background? I’m the Content Manager for Parker Software. We’re a UK software house specializing in the development of live chat, bots, conversational AI, and process automation. Our core products – WhosOn and ThinkAutomation – lead the UK market in their respective fields. I look after the entire content […]

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CXBuzz Interview With Angela Crawford, Vice President, Digital, Graduate & Professional Programs at Thomas More University CXBuzz Interview With Angela Crawford, Vice President, Digital, Graduate & Professional Programs at Thomas More University

Hi Angela, tell us about yourself, your background? I am the Vice-President for Digital, Graduate and Professional Programs at Thomas More University, and previously served as Dean of the College of Business the past two years.  Prior to these recent roles, my time has been spent in financial services, marketing, operations, sales, strategy, and consulting […]

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A Guide to Personalization: Tips Shared by Industry Experts and Leaders

“The cult of the individual.” I first came across this phrase while reading about Cold War Russia. However, whether we consider it an irony or not, the term perfectly explains the present-day business world, which is driven by the concept of personalization. Already back in 2006, Time Magazine named “You” as its Person of The […]

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CXBuzz Interview With Alan Clark, Head Of Design at Eclipse CXBuzz Interview With Alan Clark, Head Of Design at Eclipse

Hi Alan, tell us about yourself, your background? I’ve always had a great interest, and appreciation for art, product design, and technology, and I knew very early on back in my school days I wanted to pursue a career along these lines. This began with numerous design jobs where I was either producing printed collateral […]

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CXBuzz Interview With Neil Srinivasan, Principal, Canopus Business Management Group CXBuzz Interview With Neil Srinivasan, Principal, Canopus Business Management Group

Hi Neil, tell us about yourself, your background? Armed with my degrees in Physics, Production Technology, and Manufacturing Management, I entered the corporate world in the 90’s aspiring for a career in manufacturing. Little did I know that I will spend a substantial part of my professional life in banks and financial institutions, fixing their […]

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CCP To Organize Customer Experience, Resources, and Process, Management and Automation Conference CCP To Organize Customer Experience, Resources, and Process, Management and Automation Conference

Bring an Amazing Opportunity for Software Vendors to Showcase The Innovations  Xeo Marketing and Strategic Consultancy are to organize CXRPMA Conference on June 10, 2021. The conference will bring an amazing opportunity for the organizations to connect virtually with a 3-D setup.  Main Participants The main participants in the conference will be the software vendors, […]

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BIG In Digital Partners with Alida To Improve Customer Experience in Asia BIG In Digital Partners with Alida To Improve Customer Experience in Asia

Customer Feedback to Play an Important Role in Elevating Customer Experience BIG In Digital, one of the leading technology-based marketing firms based out of Indonesia has partnered with Alida, the provider of the first CXM and Insight Platform to elevate the customer experience in Asia. The two companies are to work together on digital transformation […]

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The customer journey should be a differentiator for your organization 2 The Customer Journey Should be a differentiator for your organization

Why Customer Journey Should be a differentiator for your organization Why you ask? Because the journey sets the stage for the entire customer experience and value they will receive from your product and partnership. The customer journey mapping process should be done in-depth, end-to-end with all customer personas in mind, including end-users, leaders, program owners, […]

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New Hires in the CX Space: April 19th, 2021 New Hires in the CX Space: April 19th, 2021

What is happening in the customer experience world this week? At CXBuzz, we closely follow the industry, monitoring recent hires and promotions. From Credit Suisse to Cisco, here are some of the most notable new hires in the CX space. Cummins Inc. Promotes Sherry Aaholm to Chief Digital Officer Moving on from the CIO role […]

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Zadig&Voltaire Join Hands with Contentsquare To Boost Digital Customer Experience Zadig&Voltaire Join Hands with Contentsquare To Boost Digital Customer Experience

The French Fashion House Aims to Introduce Effortless CX to Luxury Zadig&Voltaire have selected Contentsqaure to execute a customer-centric design that enhances the digital customer experience of the brand’s customers. In addition, the fashion house will also leverage the insights on customer behavior to make effective merchandising decisions as well as better the checkout funnel.  […]

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Phrasee Optimizes Brand Language in Real-Time: Enters $8.5 Billion, CX Market Phrasee Optimizes Brand Language in Real-Time: Enters $8.5 Billion, CX Market

Integrates with Adobe and Salesforce to Gain Competitive Edge With the introduction of Phrasee X, Phrasee has entered the $8.5 billion customer experience market, enabling marketers to optimize the language in real-time. It is the first technology of its kind being used by the organization to boost customer experience.  Technology Used Phrasee X is leveraging […]

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CXBuzz Interview With Jan Guardian, Chief Business Development Officer at Staylime CXBuzz Interview With Jan Guardian, Chief Business Development Officer at Staylime

Hi Jan, tell us about yourself, your background? I’m the Chief Business Development Officer at Staylime, a Magento design and development company headquartered in Redwood City, California. I am responsible for developing and leading the sales and digital marketing strategies of the company. I’m passionate about eCommerce and Magento in particular — throughout the years […]

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CXBuzz Interview With Aki Kalliatakis, Managing Partner at The Leadership Launchpad CXBuzz Interview With Aki Kalliatakis, Managing Partner at The Leadership Launchpad

Hi Aki, tell us about yourself, your background? Thank you for asking. I was born just a few days before the first rocket ever – the Sputnik – went into space, and that influenced so much of who I am. I truly believe that I was born in the most amazing time, not only in […]

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Employee Experience & Customer Experience Equals Overall Experience Employee Experience & Customer Experience Equals Overall Experience

Employee Experience & Customer Experience – Which One Came First? The ultimate question of which came first, the chicken or egg, could be applied to the Customer Experience (CX) and Employee Experience (EX). Which one comes first? According to the Tempkin Group study in 2017, 79% of employees with a customer-centric culture are highly or […]

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CXBuzz Interview With Sue Duris, Director of Marketing and Customer Experience M4 Communications CXBuzz Interview With Sue Duris, Director of Marketing and Customer Experience M4 Communications

Hi Sue, tell us about yourself, your background? Steve Jobs said you couldn’t connect the dots looking forward. You can only connect them looking backward, so where I am now – customer-obsessed and helping organizations establish and sustain their CX programs – is exactly where I was meant to be. I received my BA in […]

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Data And AI Is The New Customer Experience Currency Data And AI Is The New Customer Experience Currency

Adapting to the accelerating pace of customer changes I do speak to a lot of marketers and CX practitioners around the globe about the fast pace of customer changes – which has been accelerated by COVID-19. Bring to it, technology and regulatory changes, and it certainly comes as an interesting time to be leading a […]

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Sustainability of Remote Work Culture: Experts’ Advice Sustainability of Remote Work Culture: Experts’ Advice

In 2020, when the COVID-19 pandemic forced most organizations to operate remotely, one of the concerns for industry leaders was the impact this transition would have on company culture. The challenge of reimagining the office-centric culture was to keep the employee-morale high and productivity unhindered. In retrospect, many managers across multiple industries today sigh a […]

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CXBuzz Interview With Olivier L'Abbé, Metadata.io's president CXBuzz Interview With Olivier L’Abbé, Metadata.io’s president

Hi Olivier, Tell us about yourself, MetaData.io, and your background? I joined the Metadata.io team 18 months ago as President to oversee our GTM efforts. I received my break into tech when I joined a small company named Glassdoor back in 2012 to help with their sales efforts. Since then, I’ve been focused on helping […]

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Ansira To Host An Event Dedicated to Customer Experience, Loyalty, and Email Marketing Ansira To Host An Event Dedicated to Customer Experience, Loyalty, and Email Marketing

Virtual Platform Brings Notable Industry Speakers, and Thought Leaders Together Ansira Partners, a leading marketing technology and services enterprise is to host its annual event EiQ, virtually this year in the wake of Covid-19. The event will take place on April 21st and April 22nd, 2021 with customer experience, loyalty, and email marketing as the […]

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Reputation Acquires Nuvi Reputation Acquires Nuvi

Develops a Platform That Merges Traditional, Digital, and Social Media Experiences  Reputation, the leading reputation experience management firm has taken over Nuvi, a social customer experience platform awarded for its social listening and data visualization capabilities. With the acquisition, Reputation has created an impressive platform that brings together traditional experience management, digital experiences, and social […]

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Quiq Acquires Snaps to Empower Digital Customer Conversations Quiq Acquires Snaps to Empower Digital Customer Conversations

More than 12 Messaging Channels to Cover Customer Engagement  The leading customer engagement platform Quiq has acquired Snaps, a company that offers Conversational AI and NLP-powered automation. The partnership aims to deliver the most robust and complete conversational engagement solution to enterprises. Besides, it will also empower digital conversations by deploying AI and asynchronous messaging. […]

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Folloze Join Hands With 6sense To Boost Personalized Experiences Folloze Join Hands With 6sense To Boost Personalized Experiences

Partnership to Leverage Intent and Predictive Data Throughout the Buyer Journey Folloze and 6sense have entered a strategic partnership that is intended to combine predictive and account engagement data with personalized buyer experience and sales orchestration abilities. By utilizing real-time data, the integration will locate specific accounts to deliver contextual buying experiences depending upon the […]

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Acquire Introduces First Conversational Customer Experience Platform Acquire Introduces First Conversational Customer Experience Platform

Offers Unified CX Platform to Help Businesses Meet Modern Digital Landscape Demands  Acquire, a globally known conversational customer experience platform has launched a new software that along with streamlining the customer conversations, modernizes workflow and allows teams to enhance service efficiency and support. The launch is being considered as the first-ever platform designed to meet […]

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CXBuzz Interview With Denyse Drummond-Dunn ,President & Chief Catalyst at C3Centricity CXBuzz Interview With Denyse Drummond-Dunn ,President & Chief Catalyst at C3Centricity

Hi Denyse, tell us about yourself, your background? Thanks for asking. I am so happy to be invited here and to be able to share my passion for customer centricity with your readers. (followers?) My background is in the multinational consumer goods corporate world. Ten years ago, I started C3Centricity, a global consultancy that helps […]

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CXBuzz Interview With Maranda Dziekonski, Senior Vice President Customer Success at Swiftly CXBuzz Interview With Maranda Dziekonski, Senior Vice President Customer Success at Swiftly

Hi Maranda, tell us about yourself, your background? I am the Senior Vice President of Customer Success and People Ops at Swiftly. I have over 20 years of experience both working in and building world-class operations. I have extensive experience building and scaling teams in early and mid-stage startups and have been part of 3 […]

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CXBuzz Interview With Ofer Graitzer, CX Account Executive at Oracle Israel CXBuzz Interview With Ofer Graitzer, CX Account Executive at Oracle Israel

Hi Ofer, tell us about yourself and your background. How did you get into the CX space? My background in B&B customer experience goes back 20 years, when I began working after graduating from the University of Westminster in London with an MBA degree. I still recall how, at my first job, I was chasing […]

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CXBuzz Interview With Somraj Choudhary, Partner, Retail and Distribution at Wipro Limited CXBuzz Interview With Somraj Choudhary, Partner, Retail and Distribution at Wipro Limited

Hi Somraj, tell us about yourself, your background? I am a retail and technology enthusiast with experience in driving transformation and innovation in this area. I have played several advisory roles in the retail and distribution industry, helping retailers reimagine their CX, operations, and technology requirements. We live in an interesting and transformative time, where […]

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CXBuzz Interview with Nick Bush Director Centre for Management Consulting Excellence CXBuzz Interview with Nick Bush Director Centre for Management Consulting Excellence

Hi Nick, tell us about yourself, your background? I would describe myself as a lifelong management consultant although I initially started out working as a programmer in a systems integrator. After about 7 years of programming various types of computers, I found myself managing a group of consultants on a government-funded study. I spent a […]

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CXBuzz Interview with Peter E. Cohan, Founder & Principal of Second Derivative CXBuzz Interview with Peter E. Cohan, Founder & Principal of Second Derivative

Hi Peter, tell us about yourself, your background?  I am the founder and principal of The Second Derivative and the author of the Great Demo! methodology, focused on helping software organizations improve their sales and marketing results – primarily through improving organizations’ demonstrations.  The bulk of my experience is with complex, enterprise software and strategic […]

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CXBuzz Interview With Chris Huff, Chief Strategy Officer at Kofax CXBuzz Interview With Chris Huff, Chief Strategy Officer at Kofax

Hi Chris, tell us about yourself, your background? I grew up in a small Indiana town with a population of 3,000. I’m the oldest of five siblings and was raised by a remarkable single mom. Now, I live in Texas with my amazing wife, Arum, and daughter, Izzy. My career has been full of different […]

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CXBuzz Interview With Prem Kumar, CEO & Co-Founder at Humanly CXBuzz Interview With Prem Kumar, CEO & Co-Founder at Humanly

Hi Prem, tell us about yourself and your background? I am CEO and co-founder of Humanly, an AI platform that screens and schedules job candidates for companies with high applicant volume. Previously to that, I led the product management and design teams at TINYpulse, an employee engagement company that empowers organizations to build world-class cultures […]

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CXBuzz Interview With Diane Magers, CCXP Founder and Chief Experience Officer at Experience Catalysts CXBuzz Interview With Diane Magers, CCXP Founder and Chief Experience Officer at Experience Catalysts

Hi Diane, tell us about yourself and your background and how you got to the CX space? I started my career as a clinical psychologist, so from an early start, I was engaged in human behavior and emotional discipline. It has helped me tremendously in my role as an experienced professional. My career evolution in the […]

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The Importance of Delivering Omnichannel CX The Importance of Delivering Omnichannel CX

A long time ago in a land far away–or so it seems that way after this year–I traveled a lot for both business and for fun. One national airline’s hub is in my closest, so naturally, I flew them to most places. The digital experience I have with this airline is amazing; their app is […]

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CXBuzz Interview With Aarthi Murali, Chief Customer Experience Officer at M&T Bank CXBuzz Interview With Aarthi Murali, Chief Customer Experience Officer at M&T Bank

Hi Aarthi, Tell us about yourself and your background and how you got to the CX space? I have always been a customer-first thinker, and as such, spent my career in the service of Customers and clients through innovation, transformation, and culture-building spaces in financial services. My foray into formal CX started early on when […]

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How To Create The Ultimate CX Strategy: The Experts’ Guide How To Create The Ultimate CX Strategy: The Experts’ Guide

When it comes to customer experience (CX) strategy, most brands focus on just two things: (1) the product or service they offer and (2) customer support. According to the traditional school of thought, if your product/service and customer support are good enough, then you have certainly a winning customer experience strategy: What else could customers […]

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CXBuzz Interview With Rick Adams, Founder and CEO Practical CSM CXBuzz Interview With Rick Adams, Founder and CEO Practical CSM

Hi Rick, tell us about yourself, your background? I’m a business owner, author, trainer, and consultant specializing in helping technology companies to deliver measurable business value to their customers. I most recently worked on developing and delivering a global customer success management certification program for Cisco Systems Inc. and the creation of the world’s only […]

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CXBuzz Interview With Jessica Hill Owner and Founder of Ladies of FBA Ecommerce Coaching and Training CXBuzz Interview With Jessica Hill Owner and Founder of Ladies of FBA Ecommerce Coaching and Training

Hi, Jess, tell us about yourself and your background. I’m the Ecommerce Empowerment co-founder. I’ve been on eCommerce sites since 1999. So, I’ve sold on eBay and a lot on Walmart, especially Walmart FBA. I sold on Etsy, Mercari, Facebook, marketplace, Fiverr, Gumroad, Shopify, a lot of different stores. In 2017, I created a free […]

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Stingray Business and Space Factory Media Join Hands with FAT Brands to Boost Customer Experience Stingray Business and Space Factory Media Join Hands with FAT Brands to Boost Customer Experience

Global Music and Customer Experience AI-Driven Insights Services Launched at Fatburger and Johnny Rockets Stingray Business, a leading B2B multi-platform music, and in-store media provider along with Space Factory have signed an agreement to deliver custom music, analytics and AV system solutions for FAT Brands, that develops casual dining restaurant concepts globally. The partnership is […]

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CXBuzz Interview With Tjeerd Brenninkmeijer, Executive Vice President at BloomReach CXBuzz Interview With Tjeerd Brenninkmeijer, Executive Vice President at BloomReach

Hi Tjeerd, tell us about yourself, your background? As EVP EMEA I overlook Bloomreach growth strategy, strategic alliances and operations in EMEA. Prior to Bloomreach, I co-founded Hippo and charted the marketing and sales strategy, focusing on the lead to revenue process and seeing the company continuously double in revenue year-on-year. In 2016, Hippo was […]

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Ada Revolutionizes Customer Experience Ada Revolutionizes Customer Experience

Assists Brands to Deliver Valuable Automated Experiences at Scale Ada, the best-in-class Automated Customer Experience solution provider launched Ada Engage, a no-code conversational AI platform that allows organizations to break down silos across departments. The launch is being considered as the biggest launch from Ada so far, revolutionizing the valuable interactions throughout the customer journey. […]

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CXBuzz Interview With Emmanuel Obadia, Vice President of Marketing, EMEA CX Applications at Oracle CXBuzz Interview With Emmanuel Obadia, Vice President of Marketing, EMEA CX Applications at Oracle

Hi Emmanuel, tell us about yourself, your background? Hi, I’m actually a geek, ex-developer, fascinated by Tech and even more by Tech for good. I started as an entrepreneur, founding a software company, and hit by a piece of counterintuitive evidence: the best technology does not always win! This is how I embraced and became […]

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CXBuzz Interview Kamales Lardi, Digital Transformation Thought Leader CXBuzz Interview Kamales Lardi, Digital Transformation Thought Leader

Hi Kamales, tell us about yourself and your background. How did you get to the Digital transformation space? I am the CEO and founder of Lardi & Partner Consulting GmbH, a boutique consultancy focused on digital business transformation located in Switzerland. In my +21 years of business advisory experience, I have helped global multinational companies to strategize, […]

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Incheon Airport Boosts Customer Experience Management Incheon Airport Boosts Customer Experience Management

Becomes World’s First Level-4 Accredited Airport Incheon Airport has become the world’s first Airport to achieve Level 4 in World’s Airport Customer Experience Accreditation Program from Airports Council International (ACI). The airport joined the piloting phase to add to its betterment, post which it was awarded Level 4 after verification of the site by ACI […]

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Verint Recognizes Avaya For Innovative Customer Engagement Solutions Verint Recognizes Avaya For Innovative Customer Engagement Solutions

Receives ‘Partner of the Year’ in Latin America, North America, and EMEA Avaya, a global solution provider of communication services has been awarded by Verint as its North American Enterprise Partner of the Year, EMEA Partner of the Year, and also the Latin America Partner of the Year. The company has been recognized for its […]

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CXBuzz Interview With Helen Christopher, Global Marketing Director at Verisk CXBuzz Interview With Helen Christopher, Global Marketing Director at Verisk

Hi Helen, tell us about yourself and your background? I’m a proud marketing geek with 20 plus years’ experience. That may make me sound dull and old, but I can assure you, marketing is my passion and I’m still growing, learning and very interested in this field. I was originally going to be a social […]

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New Hires in the CX Space: April 1st, 2021 New Hires in the CX Space: April 1st, 2021

What is happening in the customer experience world this week? At CXBuzz, we closely follow the industry, monitoring recent hires and promotions. From Credit Suisse to Cisco, here are some of the most notable new hires in the CX space. Mediahub Promotes Jackie Stasi to Chief Client Officer, West Named Media Agency of the Year […]

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Deem Join Hands with Corporate Travel Management to Boost Customer Experience Deem Join Hands with Corporate Travel Management to Boost Customer Experience

To Leverage Mobile Technology to Offer Consumer-Like Traveling Experience  Deem, one of the leading mobile and cloud technology providers for the corporate travel industry has entered a strategic partnership with Corporate Travel Management to enhance the customer experience in the traveling sector. Deem has taken the step to create an exceptional travel booking and management […]

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Teleperformance Bags 11 European Contact Center and Customer Service Awards Teleperformance Bags 11 European Contact Center and Customer Service Awards

Recognized for Customer Service Excellence Teleperformance, the leading global group in digitally integrated business services had won 11 awards at the 2020 European Contact Center and Customer Service Awards. The company has been recognized for customer service excellence and in the categories of Innovation & Technology, Operational Effectiveness, along Team and Employee Experience and Contact […]

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CXBuzz Interview with Casey Lee, Chief Marketing Officer at RocketRide Games CXBuzz Interview with Casey Lee, Chief Marketing Officer at RocketRide Games

Hi, Casey. Can you tell us about yourself and share some background about RocketRide Games? How did you become a Chief Marketing Officer (CMO) at RocketRide Games? My name is Casey. I’ve been in the mobile gaming space for the past 10 years now. I started off at a company called Gamevil, which is a […]

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Khoros To Provide Connected Digital Customer Experiences Khoros To Provide Connected Digital Customer Experiences

Joins Adobe Exchange Partner Program Khoros, the leading digital-first customer engagement software, and service provider have joined Adobe Exchange Partner Program in the premier category to offer connected digital-customer experiences.  The partnership strengthens the successful integrations across the Khoros platform and Adobe cloud to gain analytics for joint customers and enhance digital experiences.  Jack Blaha, […]

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ContactEngine Join Hands with Vonage To Boost Customer Experience ContactEngine Join Hands with Vonage To Boost Customer Experience

Aims to Streamline Multi-Channel Conversations and Expand International Reach ContactEngine, the leading proactive conversational AI technology provider has partnered with Vonage to help businesses increase their digital transformation and expand the reach of its multi-channel connectivity across the globe. With this, the company aims to better customer experience.  The partnership will allow ContactEngine to leverage […]

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CXBuzz Interview With Dawn Colossi, CMO at FocusVision CXBuzz Interview With Dawn Colossi, CMO at FocusVision

Hi Dawn, tell us about yourself, your background? I’m transformative marketing communications professional with 20-plus years experience in Marketing, Corporate Communications, and Public Relations. As the CMO for FocusVision, I drove marketing strategy to create a WW marketing strategy to drive revenue through brand and demand. At my previous position as Senior Director of WW […]

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CXBuzz Interview With Colm O'Shea, Global Strategy & Advisory Consultant at Forrester CXBuzz Interview With Colm O’Shea, Global Strategy & Advisory Consultant at Forrester

Hi Colm, tell us about yourself, your background? I’m a native Dubliner and moved to London a few years ago to work at Forrester. I’ve always had an extremely global mindset (I speak 5 languages on a good day!). In my career, before Forrester worked primarily in marketing, digital and retail roles with companies including […]

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CXBuzz Interview With Teri Daley, Founder & Growth Strategist at /grōTH/ CXBuzz Interview With Teri Daley, Founder & Growth Strategist at /grōTH/

Hi Teri, tell us about yourself and your background?  I have 20+ years of experience helping some of the world’s most recognizable brands transform their marketing and communications programs to enhance their reputation, market position, and sales trajectory.  In 2019, I founded /grōTH/ to help companies optimize their marketing and communications programs to increase sales. /grōTH/ serves as an […]

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CXBuzz Interview With Simon Carpio, VP Product at CarParts.com CXBuzz Interview With Simon Carpio, VP Product at CarParts.com

Hi Simon, tell us about yourself, your background, and how you got to the CX space? I’ve been a product manager for eight years, six of those years in e-commerce. I’ve been in the CX space throughout that entire time. I believe a good product manager envisions an end-to-end customer experience when developing a product […]

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CXBuzz Interview With Annie Mosbacher, Co Founder & Chief Strategy Officer at Decoded Strategies CXBuzz Interview With Annie Mosbacher, Co Founder & Chief Strategy Officer at Decoded Strategies

Hi Annie, tell us about yourself and your background and how you got to the CX space? Hi! I’m currently serving as Co-Founder & Chief Strategy Officer at Decoded Strategies. I started my career in the nonprofit and social impact sector, founding and running several nonprofits geared towards enhancing education opportunities for underrepresented communities. It […]

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Tripadvisor and Reckitt Join Hands to Boost Traveler Experience Tripadvisor and Reckitt Join Hands to Boost Traveler Experience

Aims to Support Millions of Businesses In Hospitality and Tourism Industry Tripadvisor, the known travel guidance platform announced that it is joining hands with Reckitt, to encourage confidence among travelers and prepare the hospitality industry to meet the customer expectations during the expected surge once Covid-19 is under control. The partnership focuses on the creation […]

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CXBuzz Interview With Jessica Kinghorn, Member Experience Director at YPO CXBuzz Interview With Jessica Kinghorn, Member Experience Director at YPO

Hi Jessica, tell us about yourself and your background and how you got to the CX space? I am the Member Experience Director for YPO. We are a learning and networking organization for 30,000 CEOs. Several years ago I was working in engagement, beginning to work on some exciting projects in research and product. As […]

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DISH Chooses ASAPP For Its Customer Experience Performance Platform DISH Chooses ASAPP For Its Customer Experience Performance Platform

To Leverage AI Platform for Omnichannel Transformation  DISH Network has selected ASAPP, the AI-based research-driven company to offer a differentiated customer experience. DISH is investing in a sophisticated AI platform that will lay the foundation of digital customer experience, allowing the company to continue benchmarks in the field of customer service and satisfaction. The company […]

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Gladly Highlights Changing Customer Expectations Gladly Highlights Changing Customer Expectations

The report reveals the areas where brands are failing and succeeding to drive consumer loyalty Gladly, the customer service platform disclosed its fifth Annual Customer Expectation Report. The report states that 83% of the customers will invest in brands that offer great online customer service. While 28% said that their expectations were not met. The […]

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A Quick Customer Experience Optimization Guide by Jan Cavelle A Quick Customer Experience Optimization Guide

Customer experience optimization sounds suitably scary and impressive.  A technical phrase that non-tech people often get confused about. For someone old school sales like me, it is a tech-speak for all the things we have always concentrated on.   We have always wanted to monitor and find out more about who our customers are, where they […]

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CXBuzz Interview With Hannah Louise Cox, Practice Lead at Douglas Jackson CXBuzz Interview With Hannah Louise Cox, Practice Lead at Douglas Jackson

Hi Hannah, tell us about yourself and your background and how you got to the CX space? I was very lucky to start my career in the late ’90s with a very customer, people, and technology-focused start-up in the mortgage sector. It was this business that showed me collaborative leadership, care for its people, and also […]

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BT Selects NICE Solutions to Boost Customer Experience BT Selects NICE Solutions to Boost Customer Experience

Aims to Increase Operational Efficiency Via Single Source of Truth BT has selected NICE’s Nexidia Analytics and Engage Solutions to boost customer as well as employee experience. Also, the company looks forward to increasing its operational efficiencies. BT at present utilizes several solutions in the NICE profile, such as RPA and WFO, and is now […]

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CXBuzz Interview With John Dumo, VP Customer Experience at Softchoice CXBuzz Interview With John Dumo, VP Customer Experience at Softchoice

Hi John, tell us about yourself, your background, and how you got to the CX Space? I’ve worked in the tech space my entire career, and I’ll be celebrating my 23rd year with Softchoice this July. Over the years, I’ve held several roles in Operations, IT, and Business Transformation that drove me closer to the […]

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CXBuzz Interview With Karim Ali, Customer Experience Director at Almentor CXBuzz Interview With Karim Ali, Customer Experience Director at Almentor

Hi Karim, tell us about yourself and your background and how you got to the CX space? My CX journey started 13 years back, as a contact center agent at a busy contact center in Cairo, up to building contact centers, customer support teams & designing customer experience journeys from scratch in different markets.    I used to […]

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CXBuzz Interview With Nicholas Zeisler, Zeisler Consulting Founder CXBuzz Interview With Nicholas Zeisler, Zeisler Consulting Founder

Hi Nicholas, tell us about yourself and your background and how you got to the CX space? I came to CX via Process Engineering (I’m a Lean Six Sigma Black Belt and a Certified Scrum Master in Agile Project Management).  I was recruited to leverage these talents to improve a previous employer’s CX.  It was […]

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Google Raises The Bar For Customer Support Service Google Raises The Bar For Customer Support Service

Introduces Mission Critical Services For Robust Customer Support  Google LLC launched a more active customer support service for its public cloud infrastructure platform. The service, called Mission Critical Services is targeted to ensure that the most significant business applications for the customers never fail.  With some of Google’s cloud customers having extensively demanding working environments, […]

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Doxim Acquires Level One Doxim Acquires Level One

The Acquisition To Help Doxim Expand Its Domain Expertise Doxim, the leading customer communications management platform announced that it has acquired customer experience and communication specialist Level One, based out of Pennsylvania. The acquisition will allow Doxim to extend its approach in domain expertise for eBilling, payments, consumer interactions and preference management, data analytics, and […]

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CXBuzz Interview With Patty Soltis Customer Experience Leader At Kinetic Edge Consultants CXBuzz Interview With Patty Soltis, Customer Experience Leader At Kinetic Edge Consultants

Hi Patty, tell us about yourself and your background and how you got to the CX space? Customer Experience is one of the most exciting things about the business. Done correctly, it builds sustainable, long-term growth and profitability.  I fell into it over 30 years ago when I started in retail and have hung on […]

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Startek Awarded Bronze Stevie® Award for 'Best Use of Customer Insight' Startek Awarded Bronze Stevie® Award for ‘Best Use of Customer Insight’

Company Recognized For Its Successful Implementation of Analytics To Boost Customer Experience  Startek, the leading provider of customer experience management solutions has been awarded Bronze Stevie® Award in the ‘Best Use of Customer Insight’ segment. The company has been recognized at the 15th Annual Stevie Awards For Sales and Customer Services for successfully leveraging analytics […]

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Pharma Firms Use OCE to Enhance Digital Engagement Pharma Firms Use OCE to Enhance Digital Engagement

AI Plays Major Role In Boosting Productivity of The Firms IQVIA has released that its Orchestrated Customer Engagement solution is now being used by 140 life-sciences companies spread across 90 countries. According to a company’s report, the enterprises are leveraging its solution to boost their digital transformation and create more impactful interactions with customers.  The […]

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CXBuzz Interview With Jacqueline Mueller, SVP Client Insights & Success at SMG CXBuzz Interview With Jacqueline Mueller, SVP Client Insights & Success at SMG

Hi Jacqueline, tell us about yourself and your background and how you got to the CX space? I’m an innovator. And at the heart of any successful innovation and transformation effort in business is the customer – what they think, what they want, what they might want. My career has focused on understanding that customers […]

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Algonomy To Deliver Hyper-omnichannel Customer Engagement To Loop Algonomy To Deliver Hyper-omnichannel Customer Engagement To Loop

Will Create Digital-First Experiences and Boost Customer Loyalty  The global leader in algorithmic customer engagement solutions, Algonomy has been selected by the US-based convenience store chain-Loop Neighborhood. The partnership is to create digital-first experiences for the store-chain and strengthen customer loyalty through hyper-omnichannel customer engagement.  Being an all-in-1 store, Loop offers a wide range of […]

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Clarins UK and Vee24 To Launch Intelligent Customer Experience Clarins UK and Vee24 To Launch Intelligent Customer Experience

Live-experience Virtual Solutions To Make Customer Engagement Unique  Clarins UK, a luxury brand for the skincare and cosmetics industry has tapped Vee24 to offer intelligent conversational multi-experiences to its customers. the step has been taken as a part of the boutique strategy to boost customer engagement of the brand.  The multi-experiences will include real shopping […]

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CXBuzz Interview With Ankit Mehta, MMC Convert's Co Founder CXBuzz Interview With Ankit Mehta, MMC Convert’s Co Founder

Hi Ankit, tell us about yourself and your background? I come from a background of Chartered Accountants. In fact, I am the third CA in my family and hence have an entrepreneurial mindset towards things. I have been working from a very young age and hence have had a chance to establish 3 companies around […]

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Comm100 Gives Its Users Omnichannel Customer Engagement Solution Comm100 Gives Its Users Omnichannel Customer Engagement Solution

Updates its WordPress Plugin to Improve User Experience  Comm100 has announced major updates to its WordPress plugin to make it easier for businesses to connect quickly with their customers via the company’s digital customer engagement platform. The engagement is to be carried out via live chat, emails, social media, and mobile text messaging, thus costing […]

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New Hires in the CX Space: March 25th, 2021 New Hires in the CX Space: March 25th, 2021

What is happening in the customer experience world this week? At CXBuzz, we closely follow the industry, monitoring recent hires and promotions. From Credit Suisse to Cisco, here are some of the most notable new hires in the CX space. Credit Suisse Promotes Amy Richardson to Global Head of Digital and User Experience Founded 165 […]

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The Ultimate Digital Transformation Strategy Checklist: Monthly Expert Knowledge The Ultimate Digital Transformation Strategy Checklist: Monthly Expert Knowledge

The COVID-19 pandemic has caused significant disruption across most industries and it requires little understanding to see as to how businesses have had to rethink their key focus-strategies to survive. Among a few other areas, the field of digital transformation strategy is one in which businesses have started investing heavily. Overall, we’ve seen a widespread […]

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CXBuzz Interview With Neal Dlin Chorus Tree Consulting's Founder CXBuzz Interview With Neal Dlin Chorus Tree Consulting’s Founder

Hi Neal, tell us about yourself and share some background about Chorus Tree. Aside from being a full grown man-child, I am an idealist and a humanist. I believe that we create ripples in our actions that expand and transforms. We can create cause that has effects we likely never intended and often can’t imagine. […]

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CXBuzz Interview With Salman Sharif Senior CX Advisor at Forrester CXBuzz Interview With Salman Sharif Senior CX Advisor at Forrester

Hi Salman, tell us about yourself and your background? Hi Alon, thanks for having me. I currently work for Forrester based in London, working with large organizations worldwide across industries and customer experience maturity levels to set up and accelerate their CX initiatives to ultimately achieve successful, measurable outcomes. It’s a great position to be […]

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CXBuzz Interview With Kristen Knight SVP Global Product Management & Marketing at Young Living Essential Oils CXBuzz Interview With Kristen Knight SVP Global Product Management & Marketing at Young Living Essential Oils

Hi Kristen, tell us about yourself and your background and how you got to the CX space? My background is mostly in product management and marketing. I got into CX when Nu Skin (my former employer) added the goal of being “customer-obsessed” to their docket. At that point, they asked me to take on the role of […]

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BSL Acquires Acrinax To Improve Customer Engagement Management BSL Acquires Acrinax To Improve Customer Engagement Management

To Boost Workforce Engagement Practices Via New Offerings   Business Systems has acquired Acrinax, making it its first acquisition under the ownership of August private equity. With this step, the company looks forward to expanding its customer experience market. The sum of the acquisition, however, has not been disclosed by the company. The take-over has added […]

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CXBuzz Interview With Jon Bostock, Co-Founder and CEO Truman's CXBuzz Interview With Jon Bostock, Co-Founder and CEO Truman’s

Hi Jon, tell us about yourself and your background and how you got to the CX space? I spent the first decade of my career at one of the world’s largest corporations, General Electric. When a business gets to be that size, CX by necessity becomes a numbers game. Expanding on that thought, you use […]

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Sabio Acquires Fonetic To Boost Customer Experience Sabio Acquires Fonetic To Boost Customer Experience

Second Big Purchase In A Week  Intending to deepen its customer experience skills, Sabio, the leading provider of customer experience solutions has acquired Fonetic– a Spain-based Cloud-enabled AI technology provider of voice bots, chatbots, and customer behavior analytics solutions. This is the second big acquisition by Sabio in a week. Before Fonetic, the company also […]

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Why Omnichannel Customer Experience Is Important Why Omnichannel Customer Experience Is Important

What it is -  and isn’t  – and should be! When I was asked for my thoughts on why Omnichannel CX is important, the first thing I realized is that before I could begin to address that, I had to first establish what omnichannel CX is!  And the best way to do that, I think, […]

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Twilio Purchases ValueFirst To Boost Customer Centricity Twilio Purchases ValueFirst To Boost Customer Centricity

The Partnership Is To Serve Customers In More Meaningful Way  Twilio, the global cloud communication platform has purchased ValueFirst, Gurugram based communications platform-as-a-service (CPaaS) company. With the acquisition, the leading California-based customer engagement platform aims to enter the Indian market- the second largest internet market in the world. The sum of the deal remains undisclosed. […]

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Genesys To Buy Bold360 To Boost Customer Experience Genesys To Buy Bold360 To Boost Customer Experience

Aims To Deliver Next Frontier of Digital Customer Experience California-based AI company Genesys has announced that it is going to buy Bold360 from LogMeIn. The proposed deal is expected to update Genesys’s customer experience services. Besides, the company is aiming to assist other enterprises to better understand customer behavior and leverage AI-based analytics to improve […]

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CXBuzz Interview With Aarron Spinley SVP Australia and New Zealand at Thunderhead CXBuzz Interview With Aarron Spinley SVP Australia and New Zealand at Thunderhead

Hi Aarron, tell us about yourself and your background and how you got to the digital transformation space? I have a pretty diverse background across various growth roles, mainly in tech and advisory. In the early to 2010’s I started focusing on the anthropological drivers of growth as we saw that rapid shifts were occurring […]

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CXBuzz Interview With Bob Buiaroski SVP and Head of Global Client COO's at State Street CXBuzz Interview With Bob Buiaroski SVP and Head of Global Client COO’s at State Street

Hi Bob, tell us about yourself and your background and how you got to the CX Space? My background spans 3 key pillars. (1) Technology (2) Customer Experience, Operations (3) Commercial. Having driven Technology transformation in Australia, I was given the opportunity to run the Customer team for Vodafone. This fueled a passion for customer […]

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CXBuzz Interview With Sebastien Munar CX Director at GEC CXBuzz Interview With Sebastien Munar CX Director at GEC

Hi Sebastien, tell us about yourself and how you got to the CX space? I studied economics and started in the financial world (stock market and corporate finance). But, at one point in my career, I had the opportunity to enter in a revenue management area and it was the link to get closer to […]

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CXBuzz Interview With Nicole Holt Research Director at Beehive Research CXBuzz Interview With Nicole Holt Research Director at Beehive Research

Hi Nicole, tell us about yourself and your background. How did you get to the CX space? I began my career at NOP in 1997 as a Graduate Trainee in the automotive team and worked my way up to Associate Director.  Since then, I have had other roles including Head of Custom Research, and Research […]

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CXBuzz Interview With Gustavo Imhof CX 30 Under 30 CXBuzz Interview With Gustavo Imhof CX 30 Under 30

Hi Gustavo , tell us about yourself and your background and how you got to the CX space? I am a fairly unusual case in that I have always been in customer experience. I was in a very innovative MSc in Marketing in Cranfield and they were amongst the first to have a module on […]

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CXBuzz Interview With Ton Dobbe Value Inspiration's founder CXBuzz Interview With Ton Dobbe Value Inspiration’s founder

Hi Ton, tell us about yourself and your background? I am the founder of Value Inspiration and the author of The Remarkable Effect. I’ve been immersed in the B2B software space for close to thirty years and have always been fascinated by product marketing, product strategy, andwhat’s next.’ In 2017 I started my own business. […]

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CXBuzz Interview With Sergio Frias President & CEO of CX Hub CXBuzz Interview With Sergio Frias President & CEO of CX Hub

Hi Sergio, Tell us about yourself and your background and how you got to the CX space: I am the son of a Portuguese immigrant, born and raised in Brazil. My father is a storyteller, although he never realized that. He used to work for a private bank and I used, as a kid, to […]

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CXBuzz Interview With Ellen Sluder Head of Marketing at smrtPhone CXBuzz Interview With Ellen Sluder Head of Marketing at smrtPhone

Hi Ellen, tell us about yourself and your background and how you got to the CX space? I am the Head of Marketing for smrtPhone and smart studio Global, a SaaS software company that provides call management products for real estate investors and small businesses with high call volumes. Call Management has a crowded competitive landscape, with […]

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CXBuzz Interview With Mahesh Vinayagam CEO at qBotica CXBuzz Interview With Mahesh Vinayagam CEO at qBotica

Hi Mahesh, tell us about yourself and your background and how you got to the AI space? I am from Chennai, India, and like many of my fellow countrymen had a modest upbringing graduating as an Engineer in Computer Science! Started my first and only full-time job in 1997 with an Indian outsourcing firm called […]

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World Consumer Day - 4 Factors That Drive Customer Experience Strategy World Consumer Day – 4 Factors That Drive Customer Experience Strategy

“Consumers by definition include us all. They are the largest economic group, affecting and affected by almost every public and private economic decision. Yet they are the only important group… whose views are often not heard.” These are the words by John F. Kennedy on March 15, 1962. The statement is true till the part […]

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Infobip With Microsoft Azure Expands Into eCommerce & Retail Infobip With Microsoft Azure Expands Into eCommerce & Retail

Launches Communication Platform To Benefit All Of Its B2B and Enterprise Customers  Infobip recently announced that its complete Communications Platform-as-a-Service offering is now present at Microsoft Azure. With this step, the company’s customer base will significantly expand in the finance, eCommerce, and retail industries. It will also allow the organization to grow its market footprint […]

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Star Sports & LVision Make Viewer Engagement Immersive Star Sports & LVision Make Viewer Engagement Immersive

Customer Engagement Increased After Introduction of Widget Star Sports has added a betting and animation widget from LVision to enhance its customer engagement and grow customer turn-over. The collaboration aims to strengthen the customer engagement and make it more immersive for the viewers.  The widget will function as a unique live match tracker, by transforming […]

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Business Intelligence From Solitics To Help Clients Enhance Customer Engagement Business Intelligence From Solitics To Help Clients Enhance Customer Engagement

To Offer Real-Time Customer Engagement Solutions  Solitics, a customer engagement, and business intelligence platform, has developed proprietary connectivity and a data-processing layer to transform the complete data processing operations. The company also announced that it is going to offer business intelligence capabilities and a real-time customer engagement platform to its clients. In an official announcement, […]

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Audi Upgrades Its Website To Improve Customer Experience

Simultaneously Relaunches myAudi App Audi, to enable interested parties and customers to have a seamless and emotional brand experience, has personalized its website. In addition, the myAudi app has been introduced with new features along with additional consulting options- AUGI AG. These new attributes are being added to transform the online and offline experience of […]

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CXBuzz Interview With Robert Pender Experience Activist's Founder CXBuzz Interview With Robert Pender Experience Activist’s Founder

Hi Robert, tell us about yourself and your background and how you got to the CX space? I’ve been operating in commercial customer roles for most of my career. I’ve worked predominantly in the online gaming sector, which has taken me to many amazing countries including Gibraltar, Israel & Montenegro. I was fortunate to start working […]

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CXBuzz Interview With Amrutha Murthy Managing Director, Customer Experience & Mystery Shopping at Ipsos Australia & New Zealand CXBuzz Interview With Amrutha Murthy Managing Director, Customer Experience & Mystery Shopping at Ipsos Australia & New Zealand

Hi Amrutha, tell us about yourself and your background? I am currently the Managing Director, Customer Experience and Channel Performance at Ipsos Australia; living in Sydney with my husband, our 9-year-old daughter, and a 5-month-old puppy. I started my career in Information Technology and moved into strategic advisory roles more than 10 years ago. When […]

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CXBuzz Interview With Zack Hamilton Global Solutions Principal Retail Experience At Medallia CXBuzz Interview With Zack Hamilton Global Solutions Principal Retail Experience At Medallia

Hi Zack, tell us about yourself and share some background about Medallia’s Customer Experience team (and how you ended up joining Medallia). I am a person, father, employee, professional, patient, customer, and citizen. I truly believe we all deserve great experiences in our everyday lives. For far too long, we have always been looked at […]

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CXBuzz Interview With Gart Capote Process Management & Customer Experience Author CXBuzz Interview With Gart Capote Process Management & Customer Experience Author

Hi Gart, tell us about yourself and how you got to the Customer Experience space? I’m a business process management and customer experience author, instructor, and consultant. Since 2003 I live the daily challenge of building and delivering improved organizational processes. In 2007, I’ve had a first glance at how every relevant process improvement could […]

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CXBuzz Interview With Lisa Diehl Manager Consumer Advocacy at Blue Diamond Growers CXBuzz Interview With Lisa Diehl Manager Consumer Advocacy at Blue Diamond Growers

Hi Lisa, tell us about yourself and share some background about Blue Diamond Growers’ Consumer Advocacy team (and how you ended up joining Blue Diamond Growers)   I am originally from the Chicago area.  I started my career in the Travel and Hospitality space many years ago.  I began my career working for a Corporate Travel […]

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CXBuzz Interview With Avdhesh Kumbhar ASK advertising's Founder CXBuzz Interview With Avdhesh Kumbhar ASK advertising’s Founder

Hi Avdhesh, tell us about yourself and your background? I’m based in India and share a passion for brand marketing and sales strategy in various industries like eCommerce, real estate, travel & hospitality, gaming, health and wellness, IT, and much more… This year I was also recognized by Thinkers360 as a Top 50 Thought leader in domains […]

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Harps Food Stores Chooses Birdzi Harps Food Stores Chooses Birdzi

To Build Mobile Rewards App To Enhance Customer Experience Harps Food Stores is introducing a mobile rewards app to build loyalty and enhance digital engagement and personalization. The retailer is partnering with Birdzi, which is known for offering personalized experience digital solutions. With the help of Birdzi, the company aims to leverage a customer intelligence […]

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Consum Selects Algonomy To Drive Customer Engagement Consum Selects Algonomy To Drive Customer Engagement

Cognodata Takes The Role of Implementation Partner In The Collaboration  Consum Cooperativa Valenciana has selected Algonomy to drive omnichannel personalization and real-time customer engagement. Consum is one of the leading co-operative of the Spanish Mediterranean area and owns over 790 stores and have about 3.5 million customers. By successfully deploying Algonomy’s Omnichannel Customer Engagement Platform, […]

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Design Toscano Selects Mapp Design Toscano Selects Mapp

Replaces Bronto To Leverage Mapp’s Capabilities Of Customer Acquisition and Engagement Design Toscano, a home and garden décor company has appointed Mapp to assist it in improving the way the company outreaches its customer and make it more personalized. Mapp is an international provider of the cloud-based insight-led engagement service provider. The company has selected […]

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Matt Kelley Joins GainShare Matt Kelley Joins GainShare

Matt Will Lead The Organization In The Role of Senior VP of Customer Experience GainShare has appointed Matt Kelley as the new Senior VP of Customer Experience. Kelley will guide the company’s efforts to build a more unified customer journey across various channels for clients. Kelly Owns Extensive Experience To Meet Company’s Goals With extensive […]

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Sephora Bags Top Spot In Customer Personalization Sephora Bags Top Spot In Customer Personalization

Secured The Place For 4th Time In A Row Under Annual Retail Personalization Index Sephora, a luxury beauty retailer has secured the top position for retail personalization for the 4th time in a row. Sailthru’s fourth annual Retail Personalization Index Report, under which the brand has bagged the top score offers a complete analysis of […]

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CXBuzz Interview With Heverton Anunciacao CEO At Universidade do Cliente CXBuzz Interview With Heverton Anunciacao CEO At Universidade do Cliente

Hi Heverton, tell us about yourself and how you got to the CX Space? I am known in Brazil as the CRM Guy because I have been working in this area since 1999. I always acted as a technology professional, but I had to open my mind, boundaries and processes to, together with other areas […]

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Gautier Personalizes The Customer Experience Gautier Personalizes The Customer Experience

Rolls out 3D Home Planning Solutions Gautier has announced using the HomeByMe for Home Retailers to offer a complete in-store and online personalized experience. The step also encourages collaborative engagements and boost sales. The France-based designer and manufacturer has deployed the 3D Home Planning solution across 72 stores in France and will slowly roll out […]

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Mulberry and SurveyMonkey To Fuel eCommerce Experience Mulberry and SurveyMonkey To Fuel eCommerce Experience

Setup Customer Experience Program Within Few Days With GetFeedback Mulberry, an international luxury lifestyle brand, and SurveyMonkey have joined hands to power Mulberry’s customer experience platform. SurveyMonkey offers software solutions for customer experience along with market research and survey feedback. The company uses SurveyMonkey’s GetFeedback platform for its multi-channel customer experience solution, allowing organizations to […]

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Swyft To Offer Contactless Shopping Experience Swyft To Offer Contactless Shopping Experience

Technology-driven Solution Makes Customer Interaction Safer The automated technology retail provider Swyft has announced a patent contactless shopping technology that will enable the customers to immediately receive the products they want, without indulging with anyone or anything. A Revolutionary Patent Solution Customers can now easily complete their purchase using their mobile phones at the stores […]

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Turvo Introduces New Customer Experience Solution Turvo Introduces New Customer Experience Solution

Puts Customer Experience First By Reimagining The Role of Supply Chain Turvo launched Turvo Collaboration Cloud, which connects and indexes the complete supply chain, allowing shippers, carriers, brokers, and customers to come together for a smooth operation. The breakthrough architecture has some of the most advanced features like real-time collaboration, robust automation, APIs, and self-integrating […]

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Mitre 10 Deploys Reflexis Systems Technology Mitre 10 Deploys Reflexis Systems Technology

Looks Forward To Boost Operational Efficiency and Transform Communication Process New Zealand’s biggest home improvement retailer, Mitre 10 has announced using Zebra Technology‘s Reflexis System technology to enhance its omnichannel customer experience and improve the company’s operational efficiency. The company is also looking forward to modernizing its communication channels across 84 stores. Making The Communication […]

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CXBuzz Interview With Mary Poppen Chief Customer Officer for Glint at LinkedIn CXBuzz Interview With Mary Poppen Chief Customer Officer for Glint at LinkedIn

Hi Mary, tell us about yourself and your background? I’m currently the Chief Customer Officer for Glint at LinkedIn. Prior to joining Glint, I was the Chief Customer Officer at SAP. In my spare time, I enjoy serving as a board advisor, executive coach, and female mentor. My personal passions are family, fitness, travel, and […]

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CXBuzz Interview With Ayelet Baron Forbes 50 Global Female Futurists CXBuzz Interview With Ayelet Baron Forbes 50 Global Female Futurists

Hi Ayelet, tell us about yourself and your background?  I have been described as a force of nature by individuals and organizations who have worked with me. Forbes recognized me as one of the world’s top 50 female futurists and I am listed as one of the top future of work and culture thought leaders by Thinkers […]

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CXBuzz Interview With Eric Wilson Director Thought Leadership Institute of Business Forecasting CXBuzz Interview With Eric Wilson Director Thought Leadership Institute of Business Forecasting

Hi Eric, tell us about yourself and your background and how you got to the digital transformation space? I started off while in college as an entrepreneur and had 3 successful companies before starting to put my talents to work for others. As a former business owner, I wore every hat so I looked at […]

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World CX Summit Set To Take Place March World CX Summit Set To Take Place March

CX Leaders To Discuss The New Trends In Customer Experience Management With a major focus on Asian Market, the third edition of the World CX Summit is taking place on March 11, 2021. The Summit will be attended by over 250 CX leaders, who will participate in the event virtually. The main topics of discussion […]

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Appirio And National Grid Work Together To Create Better Customer Experience Appirio And National Grid Work Together To Create Better Customer Experience

Connect Multiple Marketing Channels and Extend Reach to Customers  Appirio, a Wipro company is assisting National Grid to transform its omnichannel customer experience by uniting the customer engagements of around 68 million customers, spread across two continents.  Transforming Business with An Omnichannel Customer Experience The company is unifying multiple marketing channels, cutting off legacy system […]

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Comarch Launches New Customer-Friendly Microsite Comarch Launches New Customer-Friendly Microsite

Improved Navigation and Functionality To Enhance Visitor-Experience Comarch, a customer engagement and marketing solutions provider has launched a new microsite to make user-experience better and allow Comarch’s customers to browse through the company’s offering seamlessly. Features Included In The New Microsite The new user-friendly microsite has been designed with multiple features to allow users to […]

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Namely Adopts New Customer Service Approach Namely Adopts New Customer Service Approach

Delivers Improved Efficiencies To Its Clients By Offering Proactive Customer Service Namely, a leading HR platform for mid-scale businesses revealed the details of its newly adopted customer-service approach. The platform also shared that there has been a significant boost in the satisfaction from the client-side regarding the experience and commitment for better understanding the requirements […]

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Tweeq Collaborates With Mastercard and Paymentology For First-Class Customer Experience Tweeq Collaborates With Mastercard and Paymentology For First-Class Customer Experience

Payment Solutions For Simpler and Quicker Transactions In an exclusive partnership agreement, Tweeq, Mastercard, and Paymentology have come together to ensure a first-class customer experience via innovative digital payment solutions. The initiative is dedicated to individuals and small business holders in Saudi Arabia. With the new solutions, the customers will be able to carry out […]

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Valero Launches New App To Revolutionize Customer Experience Valero Launches New App To Revolutionize Customer Experience

Reduces Time To Activate Pump and Make Transactions Valero Energy Corp. has collaborated with P97 Networks to offer a new customer experience across the United States. The company has introduced a new app to deliver a personalized fueling experience to its customers. The features of the new app allow users to skip the keypad, activate […]

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Vertafore Partners With Rocket Referrals To Boost Customer Engagement Vertafore Partners With Rocket Referrals To Boost Customer Engagement

Vertafore has partnered with Rocket Referrals to assist independent companies to grow stronger relationships with their clients.  Vertafore Client Communications, the newly launched communication management product is being powered by Rocket Referrals. The agencies that are already using Vertafore’s AMS360 will be able to engage their clients directly from the company’s management platform. The customers […]

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CXBuzz Interview With Tamar Sasson Director of Client Success at Revuze CXBuzz Interview With Tamar Sasson Director of Client Success at Revuze

Hi Tamar, tell us about yourself and share some background about Revuze (how you ended up joining Revuze) I’m Tamar Sasson, Director of Accounts & Client Success at Revuze. Before joining Revuze, I worked at Signals Analytics (recently acquired by Kenshoo). I have been at Revuze for over two years now. My overall interest in […]

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Bristlecone and Sitecore Join Hands To Boost CX-driven Solutions Bristlecone and Sitecore Join Hands To Boost CX-driven Solutions

Partnership Considered Important Step To Accelerate The Growth of The Companies Bristlecone and Sitecore have entered a strategic partnership, bringing together Bristlecone’s product integration expertise and Sitecore’s customer experience platform to carry out enterprise transformation. The new collaboration is aimed to assist organizations to cover the gap existing between platforms that directly engage with customers […]

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Entergy Mississippi Appoints Powlette As Customer Service Manager Entergy Mississippi Appoints Powlette As Customer Service Manager

Chief responsibilities include managing customer service in Madison and Yazoo counties Sandy Powlette, who formerly served Entergy‘s Rankin Network as Customer Service Manager has been appointed to take the role of Customer Service Manager for Entergy’s Madison Network. The seasoned employee is all set to add valuable customer service skills to her new position. At […]

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RRD Brings New Dimensions To Interactive Customer Experience RRD Brings New Dimensions To Interactive Customer Experience

R.R. Donnelley & Sons has taken a major step towards enhancing interactive customer experience by launching a full suite of 3D solutions. The suite is to assist manufacturers and retailers build rich customer experience and boost go-to-market speed. RRD is a leading marketing and business communications service provider across the globe. With features like modeling, […]

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Forrester Research Customers Expect Faster Service Resolutions Than Two Years Ago Forrester Research Customers Expect Faster Service Resolutions Than Two Years Ago

Not Meeting Customer Expectations Impacts Customer Experience, Resulting In Revenue Loss  New research conducted by Forrester Consulting Marketing Snapshot commissioned by Simplr, shows that there has been an increase in the customers’ expectations since the last two years. About 81% of the companies agreed that customers now expect faster service and resolution to their concerns […]

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EIS To Support Esure Group's Digital Transformation with Customer-Centric Platform EIS To Support Esure Group’s Digital Transformation with Customer-Centric Platform

Features Include Tailored Propositions, Attractive Pricing & Tech-Enabled Customer Experience EIS is to help Esure Group to use a customer-centric platform and increase the number of interactions coming through on-line channels and self-service operations. The new platform will allow digital-first experiences to offer real value to the old as well as new customers for a […]

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Pypestream CEC on AWS Automates All Customer Interactions Pypestream CEC on AWS Automates All Customer Interactions

Top Brands Race Towards Digital Automation To Improve Customer Engagement Pypestream has launched its new Customer Engagement Center, built on Amazon Web Services (AWS), intending to help customers interact directly with brands at any time. The next-gen cloud-based solution is powered by Artificial Intelligence and automates all the interactions made by the customers, seamlessly escalating […]

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Medallia To Acquire Decibel Medallia To Acquire Decibel

Works Towards Offering A Single View-Point Of The Complete Experience Journey  Medallia announced that the company is about to acquire Decibel and has entered into an agreement to take over the leading digital experience analytics company.  The deal will result in Medallia seamlessly including the always-on digital feedback offering a single view-point of all the […]

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Gartner Disunited Engagement Channels To Result In Siloed Customer Experience Gartner Disunited Engagement Channels To Result In Siloed Customer Experience

Omnichannel Customer Engagement Protects Critical Business Revenue Gartner reports that despite all the efforts to push companies to combine their customer-engagement channels, half of the organizations will still not have unified channels by the end of 2022. The outcome is segmented and siloed customer experience, lacking context.  Consistent and streamlined experiences offered by omnichannel commerce […]

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Kroger Sees Sticky Customer Engagement in Q4 2020 Kroger Sees Sticky Customer Engagement in Q4 2020

Also Completes First Order Through Fully Automated Fulfillment Center Kroger closed its last quarter of 2020 with an increase of 10.7% in total sales as compared to the 4th quarter of 2019. The company also saw a 118% increase in digital sales for the quarter. Kroger’s CEO Rodney McMullen, while commenting on the company’s Q4 […]

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CXBuzz Interview With Jeremy Watkin Director of CX at NumberBarn CXBuzz Interview With Jeremy Watkin Director of CX at NumberBarn

Hi Jeremy, tell us about yourself and share some background about NumberBarn’s CX team (and how you ended up joining NumberBarn) Hi! On a personal level, I’m a husband and father of three living in San Diego, California. My first job out of college was customer service at a SaaS start-up. I was fortunate enough […]

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Costco Apple and Amazon Grab Top Positions in Retail Customer Satisfaction Study by Verint Costco Apple and Amazon Grab Top Positions in Retail Customer Satisfaction Study

Return and Mask Policies Crucial Factors For Better Customer Experience A new report, issued by Verint, the customer engagement company, places Costco, Apple, and Amazon in the highest ranks for CSAT and NPS (Net Promoter Score) in the list of 25 retailers. The Verint Experience Index: Retail Report is derived from the survey conducted to […]

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TTEC To Acquire Avtex TTEC To Acquire Avtex

Looks Forward To Offering Advanced Digital Customer Experience Solutions  TTEC Holdings, a leading customer experience technology, and service innovator have announced that the company is about to acquire Avtex, a best-in-class full-service CX technology provider. The acquisition will strengthen TTEC’s position at a global scale, allowing the company to expand as a go-to partner for […]

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Tesla Launches New Engagement Hub Tesla Launches New Engagement Hub

Tesla is transforming its way of engaging customers on its website by launching a new Tesla Engagement Hub platform. To make conversations more authentic,Tesla has introduced a new platform that includes a variety of topics such as upcoming events for the Tesla owners club, disaster relief fund contributions, and news updates from the company.  Users […]

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CXBuzz Interview With David Carmell CEO and Founder of DealRockit CXBuzz Interview With David Carmell CEO and Founder of DealRockit

Hi David, tell us about yourself and your background and how you got to the CX space? I am an attorney, entrepreneur, and CEO of both DealRockit and the strategic management firm, CSuite Advantage. DealRockit was founded with the intention to create the first-of-its-kind digital CX solution offering the tools for enterprises, entrepreneurs, and investors to […]

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CXBuzz Interview With Michal Roche Director Of Marketing at Verbit CXBuzz Interview With Michal Roche Director Of Marketing at Verbit

Hi Michal, Tell us about yourself and share some background about Verbit (and how you ended up joining Verbit )? I’ve served as the Director of Marketing at Verbit since May 2018. I have 10 years of experience in public relations, branding, content and communications, demand generation, account-based marketing, and paid ads for B2B SaaS […]

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CXBuzz Interview With Melissa Drew Director Cloud Procurement at PWC CXBuzz Interview With Melissa Drew Director Cloud Procurement at PWC

Hi Melissa, tell us about yourself and your background and how you got to the Supply chain management & digital transformation space? Starting my career in procurement in 1994, it wasn’t until 2008, when cloud technology was still a trend, that I incorporated supply chain into my career journey. My path has allowed me to be […]

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CXBuzz Interview With Kelly Barner Managing Director of Buyers Meeting Point CXBuzz Interview With Kelly Barner Managing Director of Buyers Meeting Point

Hi Kelly, tell us about yourself and your background and how you got to the supply management space? Sure – thank you for having me! I have a B.A. in English Literature before 1700 and History – a career in procurement and supply chain was clearly not my original plan. I also have a M.S. in […]

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CXBuzz Interview With Alex Sharpe Sharpe Management Consulting Founder CXBuzz Interview With Alex Sharpe Sharpe Management Consulting Founder

Hi Alex, tell us about yourself and how you got to the digital transformation space? I am a Big 4 trained management consultant with real-world operational experience. Built practices at existing firms (Booz Allen, KPMG). I also founded a couple of startups (Hackett Group, eForce), including a successful exit, led $60M P&L & delivered to clients […]

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CXBuzz Interview With Yoav Vilner CEO at Walnut CXBuzz Interview With Yoav Vilner CEO at Walnut

Hi Yoav, tell us about yourself and share some background about Walnut (and its founding story) I’ve founded Israel’s first startup marketing company a decade ago and enjoyed helping 600 startups with their growth. We were a large team with offices in Manhattan and London, and I served as CEO for 7 good years. Afterward, […]

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CXBuzz Interview With Tony Rhem Artificial Intelligence Thought Leader CXBuzz Interview With Tony Rhem Artificial Intelligence Thought Leader

Hi Tony, tell us about yourself and how you got to the Artificial Intelligence space? I consider myself a scholar-practitioner in the areas of Knowledge Management (KM) and Artificial Intelligence (AI). Having the opportunity to publish and contribute to several books, articles, and blog post through my blog Knowledge Management Depot, teaching KM and AI […]

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CXBuzz Interview With Jan Cavelle the Author of Scale For Success CXBuzz Interview With Jan Cavelle the Author of Scale For Success

Hi Jan, tell us about yourself and your background and how you got to the CX space? I have always been CX aware.  I came from a sales background but tended to work in B2B, which always is heavily reliant on nailing CX.  I am happy to have watched sales as an industry be less one-off […]

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CXBuzz Interview With Sayo Afolayan Operations Manager at Connex One CXBuzz Interview With Sayo Afolayan Operations Manager at Connex One

Hi Sayo, tell us about yourself and share some background about Connex One (and how you ended up joining Connex One) I believe there is no other strategy to sustainable competitive advantage than customer-centricity. When the customer is at the center of everything you do, you create loyal brand fanatics that take you to profitability […]

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Servco Increases Customer-Centricity with Ameprity's CDP Servco Increases Customer-Centricity with Ameprity’s CDP

Integrates Data To Boost Marketing Solutions and Gain Customer-Insights  Servco Pacific Inc. has selected Amperity, the leading enterprise customer data platform for consumer brands to connect data across enterprise’s channels and build a complete view of their customers. This will enable the leading automotive service and products provider to build trust among its customers through […]

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Bed Bath & Beyond To Improve Customer Service With The Help Of Oracle Bed Bath & Beyond To Improve Customer Service With The Help Of Oracle

Bed Bath & Beyond To Improve Customer Service With The Help Of Oracle  Additional Financial and Operational Insights To Help Enterprise Take Better Decisions  Bed Bath & Beyond has tapped Oracle to assist the company with its enterprise resource planning and leverage Oracle Cloud to get new insights, replacing its legacy systems. The enterprise aims […]

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Everest Group Report: Digital Technologies to Redefine Customer Experience Digital Technologies to Redefine Customer Experience- Everest Group

According to a report published by Everest Group, about 89% of organizations are adopting digital technologies to improve their customer relationship. The report also expects the compound annual growth rate to increase up to 20-22% for the customer experience market by 2025. Along with customer experience, it is the employee experience that is taking the […]

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AT Internet and Piano To Build Industry- First Customer Experience Platform AT Internet and Piano To Build Industry- First Customer Experience Platform

Partnership Empowers Digital Marketing, Data and Product Teams To Collect Customer Behavioral Data AT Internet and Piano have entered a partnership to change data into customer experiences by leveraging best-in-class digital analytics solutions with journey orchestration and personalized commerce.  Mathieu Llorens, CEO of AT Internet stated that the merger of these two organizations holds prominence […]

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CXBuzz Interview With Natalia Vasilyeva VP Marketing at Anzu CXBuzz Interview With Natalia Vasilyeva VP Marketing at Anzu

Hi Natalia, Congrats on your recent Round A funding! Can tell us about yourself and share some background about Anzu (and how you ended up joining Anzu). Thank you for your congratulations! It’s a really exciting time for Anzu.  My marketing journey started what feels like a long time ago with the world’s leader of […]

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Alchemer Introduces Customer Engagement For Sales Alchemer Introduces Customer Engagement For Sales

Aims At Creating Hyper-Personalized Communication With Customers Alchemer, a customer experience and voice of technology service provider has introduced a Customer Engagement For Sales to assist teams from sales departments to build a selling model with customers at its core. The company is doing so by transforming the voices of customers and prospects into customized […]

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CXBuzz Interview With Lars Keßler Chief Experience Officer CXBuzz Interview With Lars Keßler Chief Experience Officer

Hi Lars, tell us about yourself and your background and how you got to the CX space? I would describe myself as a customer service enthusiast. My vocation is to help all parties in a company understand their relationship with customers and that they care about the heart of the customer and not so much […]

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CXBuzz Interview With Tom Tonkin CEO at The Conservatory Group CXBuzz Interview With Tom Tonkin CEO at The Conservatory Group

Hi Tom, tell us about yourself and your background and how you got to the CX space? I have been in the technology and services space for the better part of 30 years.  I currently have a few roles. I’m the Conservatory Group’s CEO, an umbrella company for several various ventures that span both high touch […]

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MoEngage and Merkle Sokrati To Provide Data-Driven Customer Engagement Solutions MoEngage and Merkle Sokrati To Provide Data-Driven Customer Engagement Solutions

The Duo Open New Capabilities To Accelerate Customer-Engagement With Combined-Value Package MoEngage and Merkle Sokrati have entered into an APAC-wide strategic partnership, which brings together MoEngage’s customer engagement platform and Merkle’s top-notch enterprise delivery services. MoEngage is known for its insight-led customer engagement platform, while Merkle Sokrati is India’s best-in-class marketing agency that relies on […]

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Origin Announces Expansion In Business Offerings To Meet Customer-Needs Origin Announces Expansion In Business Offerings To Meet Customer-Needs

The Company Implements New Strategy For Utility Modernization and Customer Engagement Origin Holdings, one of the best-in-class providers of service, software, and solutions to the Utility segment, has announced an expansion of business offerings with a new corporate brand strategy, focused on meeting the changing needs of customers and the utility sector. The latest product […]

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Yum Brands To Buy Consumer Insight Company Yum Brands To Buy Consumer Insight Company

AI-based Customer-insights To Help Brand Understand Consumer-Behavior Pattern Yum Brands Inc. has fixed a deal to purchase Kvantum Inc, an AI-based customer insights and marketing analytics agency. The decision has been taken to use the consumer-behavior data with the help of the platform and serve its consumers in a better way. Yum Brands Inc. owns […]

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DISQO and Research Results Enter Into New Managed Service Partnership DISQO and Research Results Enter Into New Managed Service Partnership

 First-Party Consumer Insights and Data To Help Clients Gain Competitive Advantage Consumer insights platform DISQO has announced a partnership with Research Results, an organization offering strategy, technology, and project management solutions. The collaboration aims at assisting clients to leverage the benefits of DISQO’s 100% first-party consumer panel. With many marketers lacking the ability to deploy […]

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Microsoft Announces New Capabilities For Its CRM Platform Microsoft Announces New Capabilities For Its CRM Platform

Dynamics 365 Gains Real-Time Customer Journey Orchestration Capabilities On March 2, 2021, Microsoft at its Ignite Virtual User Conference announced the addition of new capabilities to Dynamics 365, its CRM platform. The new capabilities aim to allow customer experience teams to involve customers in real-time. The engagement level will depend upon the interactions taken place […]

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CXBuzz Interview With Tom Haak Director HR Trend Institute CXBuzz Interview With Tom Haak Director HR Trend Institute

Hi Tom, tell us about yourself and your background and how you got to the HR Tech space? My background is in human resources management. I worked for great companies as Philips Electronics, KPMG, Aon, and Arcadis. In 2014 I founded the HR Trend Institute. At the HR Trend Institute, we sense and detect trends in […]

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CXBuzz Interview With Esteban Kolsky Chief Evangelist for CX at SAP CXBuzz Interview With Esteban Kolsky Chief Evangelist for CX at SAP

Hi Esteban, tell us about yourself and share some background about the SAP Customer Experience (and how you ended up joining SAP) I am the Chief Evangelist for CX at SAP.  I have been doing CX (and CRM prior) since the early days.  I implemented one of the first Siebel solutions in 1997-1999, following a 10+ […]

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Rootstrap B2B Channel Marketing Examples Rootstrap B2B Channel Marketing Examples

Due to the pandemic-induced challenges of 2021, it’s more important than ever that B2B marketers explore channels that are best suited for lead generation and their overall marketing strategies. Used effectively, a suitable digital marketing channel can put you well on the road to achieving your marketing and pipeline goals.  The number of B2B marketing […]

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Actian Launches Customer360 Solution For Deeper Insights Actian Launches Customer360 Solution For Deeper Insights

Real-time and actionable intelligence create deeper customer insights  Actian, a hybrid-cloud data analytics company, has introduced a new Customer360 solution that simplifies and increases the delivery of customer insights. The solution allows the organizations to understand and organize their customers’ experiences in a much effective, simpler, quicker way, than too economically. The solution is expected […]

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Sprinklr to Accelerate Digital CX Strategy For Portugal Post Sprinklr to Accelerate Digital Customer Experience Strategy For CTT Portugal Post

The National Postal Service Is Also Looking For Automating Manual Processes CTT Portugal Post, the Portuguese postal service company has selected Sprinklr to boost its customer experience strategy with the help of technology. The national postal service also acts as a commercial group with its subsidiaries working in eCommerce, banking, logistics, and other such departments. […]

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Litify Selects Vonage to Enhance CX for Legal Service Providers Litify Selects Vonage to Enhance Customer Experience for Legal Service Providers

The Company Chooses Vonage As Preferred Contact Center Partner To Boost Digital Transformation Litify, a legal Software-as-a-Service (SaaS) platform has selected Vonage to accelerate their digital transformation and boost customer service. The company has also named the leading-communication company as their preferred contact center partner to add new capabilities and offerings for its customers. The […]

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ARA and QUT Join Hands To Launch Consumer Insights Research Hub ARA and QUT Join Hands To Launch Consumer Insights Research Hub

The Implications Of Massive Consumer-Behavior Shift  ARA- the Australian Retailers Association has partnered with the Queensland University of Technology to introduce research identifying changes in customer behavior in the retail sector. The strategic partnership is aimed to understand the impact of a massive transformation in consumer behavior after Covid-19 hit the world. The association will […]

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Brinks Home Security To Leverage AI For Better Customer Experience Brinks Home Security To Leverage AI For Better Customer Experience

Partners With OfferFit To Gain Insights Into Customer-Journey Mapping Brinks Home Security has partnered with OfferFit, a start-up to create a one-to-one market personalization. With this partnership, the company has embarked on the journey of an artificial-intelligence transformation and test customer marketing initiatives.   Customization Offers Better Customer Experience  According to an announcement, the pilot […]

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CXBuzz Interview With Johannes Drooghaag CEO at Spearhead Management CXBuzz Interview With Johannes Drooghaag CEO at Spearhead Management

Hi Johannes, tell us about yourself and your background and how you got to the digital transformation? After promoting in Applied Information Technology, the mother of Digital Transformation, and leading a fast-growing software company, it was clear to me that technology evolves significantly faster than we enable people to do. Since then, I focus on […]

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The Favorite CX Metric Of The Top CX Industry Leaders The Favorite CX Metric Of The Top CX Industry Leaders

When it comes to assessing a business’, many organizations tend to monitor customer support organizations’ productivity. Preceding the big data revolution, the activity-based metrics like the number of tickets closed, emails sent, and so on. Monitoring these metrics helped the management assess how well their brands are doing among the customers. However, these figures are […]

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CXBuzz Interview With Vladimer Botsvadze Digital Transformation Leader CXBuzz Interview With Vladimer Botsvadze Digital Transformation Leader

Hi Vladimer, tell us about yourself and your background?  I’m a globally renowned, multi-award-winning, digital transformation and social media influencer, Fortune 500 consultant, professor, keynote speaker, startup advisor, and mentor. With more than 15 years of international experience in marketing and innovation with a proven track record providing guidance to top executives and brands worldwide. I’m […]

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CXBuzz Interview With Jeff Toister Customer Service Published Author CXBuzz Interview With Jeff Toister Customer Service Published Author

Jeff, tell us about yourself and share some background. How did you get to the CX space? I’ve been customer-obsessed since day one. My first job was in a retail clothing store. I was just 16 and had no idea what I was doing when I started that job. On my first day, the person […]

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CXBuzz Interview With Patrick Ward Director of Marketing at Rootstrap CXBuzz Interview With Patrick Ward Director of Marketing at Rootstrap

Hi Patrick, tell us about yourself and share some background about Rootstrap (and how you ended up joining Rootstrap)?  I’m originally from Sydney, Australia, and have been here in Los Angeles since 2016. Before I made the journey stateside, I studied at the University of Sydney where I received a bachelor of commerce degree in […]

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AI Platform SupportLogics Agent SX to Enhance Customer Service and Team Collaboration AI Platform SupportLogics Agent SX to Enhance Customer Service and Team Collaboration

February product release brings Next-gen Service Experiences SupportLogic recently launched Agent SX in its February product release. The world’s first continuous service experience platform aims to offer real-time coaching and reviews to agents with NLP-driven recommendations to organize cases on a priority basis, work jointly in a more efficient manner and improve their performance over […]

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Flipp Chooses Alida To Gain Consumer Insights Flipp Chooses Alida To Gain Consumer Insights

Alida Will Continue To Help Flipp Understand Evolving Customer Behaviors  Flipp, a North American leader in the retail industry has retained Alida, creator of the world’s first CXM platform to keep growing their business by better understanding their customers. The company aims to unlock deep insights to assist their shoppers to make better purchasing decisions […]

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Windstream Updates To Offer Customers Better Insights Windstream Updates To Offer Customers Better Insights

This Is The Second Major Update From Communication Service Provider In This Quarter Windstream Enterprise (WE), a communications service provider, has again enhanced its WE Connect portal with many new additions that are focused on offering customers and channel partners better insights into their networks.  WE Connect offers customers a single channel to monitor, organize […]

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Twilio Launches Its Second State of Customer Engagement Report Twilio Launches Its Second State of Customer Engagement Report

Unravel that Digital Customer Engagement Is Important For Businesses To Survive Twilio, the leading cloud communications platform launched its 2nd State of Customer Engagement Report. Bringing insights from the Twilio platform, the report unravels that digital communications were crucial for a business to survive in 2020. The report also revealed that the new solutions will […]

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Vonage and VoiceSage Come Together to Transform Customer Engagements Vonage and VoiceSage Come Together to Transform Customer Engagements

The Collaboration To Help Businesses To Have a Flexible Communication Channel Vonage, a leading communication company has partnered with VoiceSage to help organizations boost their customer experiences via advanced messaging.  The VoiceSage Rich Media Messaging is a message-based communication service that allows organizations and their customers to experience a personalized journey and self-serve for tasks […]

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Kustomer Introduces New App Marketplace for A Unified Customer Experience Kustomer Introduces New App Marketplace for A Unified Customer Experience

Makes it Easy For Businesses to Connect Tools, Processes, and Data  Kustomer, a best-in-class CRM for new-age customer experiences, introduced Kustomer App Marketplace. The new app marketplace curates a set of applications and collaborations that offer a unified, omnichannel customer experience. Now businesses can initiate omnichannel customer experience operations in a much effective and simpler […]

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Konica Minolta opens Newest Customer Engagement Center in APAC Konica Minolta Opens New Customer Engagement Center in APAC

The new CEC gives customers live and virtual demonstrations to make their engagement immersive Konica Minolta Business Solutions Asia is about to open its new Customer Engagement Center (CEC) in Malaysia. The new 8,106 square-foot center shows the company’s interest in strategic investment into the field of the industrial printing business. With digital printing gaining […]

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Enterprise Car Sales Completes Launch Of Accelerated Customer Experience Enterprise Car Sales Completes Launch Of Accelerated Customer Experience

Introduces Complete Clean Pledge to ensure customer safety during pandemic Enterprise Car Sales announced the rollout of the Accelerated Customer Experience (ACE)TM digital platform across the country. Enterprise’s customers can now complete their used car purchase as quickly as possible, either by initiating their purchase from home or at any of 147 U.S. locations of […]

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Zendesk Report: Organizations Are Prioritizing Customer Experience in 2021 Zendesk Report: Organizations Are Prioritizing Customer Experience in 2021

Highlights the importance of customer journey in leveraging businesses Zendesk is out with its Customer Experience (CX) Trends Report 2021 report, which states that customer experience is turning out to be significant for getting success in business along with increased use of technology by organizations to achieve the same. As per the report, 44 % […]

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TCS Launches a New Neural Automotive and Industrial Experience Center TCS Launches a New Neural Automotive and Industrial Experience Center

The company is to help customers accelerate innovation through technology Tata Consultancy Services (TCS), the IT giant has launched a Neural Automotive and Industrial Experience Center in Michigan. With this new launch, the company aims to assist customers to grow and ideate innovation.  With a new automotive garage set-up having access to the newest technologies, […]

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Merkle Releases State of Customer Experience Transformation Report Merkle Releases State of Customer Experience Transformation Report

Showcases gap between consumer sentiments and corporate perceptions A leading technology-enabled customer experience management company Merkle released its State of Customer Experience Transformation Report. The data-driven company unraveled the ways in which executives are arranging their customer experience transition initiatives. While 2020 promoted many organizations’ paths to a better digitally-governed, customer-centric vision, the report uncovers […]

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NICE inContact Wins Stevie Awards for Sales & Customer Service NICE inContact Wins Stevie Awards for Sales & Customer Service

The latest CXone features helped companies to offer unhindered customer service during Covid-19 NICE inContact CXone, one of the known cloud customer experience platforms from Nice Business, has been named the Gold Winner in the 2021from Stevie Awards for Sales & Customer Service– the world’s best awards for customer service and sales professionals. The platform […]

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Zerorez Atlanta Cleans Up Their Customer Experience Zerorez Atlanta Cleans Up Their Customer Experience

The carpet cleaning innovator also cuts agitation of agents working remotely using Bright Pattern Contact Center Zerorez Atlanta, a new-age carpet cleaning company has collaborated with Bright Pattern Contact Center to offer customer service over digital as well as traditional channels utilizing 100% workforce working remotely. Bright Pattern is a leading cloud contact center software […]

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CB4 and Road Ranger Come Together to Boost Customer Experience and Sales CB4 and Road Ranger Come Together to Boost Customer Experience and Sales

Unique Algorithms identify selling opportunities by using POS data  Road Ranger, an Illinois-based chain of travel centers, truck stops, and convenience stores is using CB4’s AI-powered software at its centers and improve its customer experience by making products easily findable. Today, several stores employ technology to locate the opportunities to increase sales in their stores. […]

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Verizon Adds Genesys Cloud to Expand Its Customer Experience Portfolio Verizon Adds Genesys Cloud to Expand Its Customer Experience Portfolio

Remote agents to access the solution’s full breadth of capabilities, driving enhanced workforce engagement. With contact centers relying more and more on digital, remote-first operations, Verizon has added Genesys Cloud, expanding its customer experience as well as contact center portfolio.  Genesys Cloud is a cloud-based contact center that allows organizations to offer a brand-defining experience […]

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Benenden Health Selects Sabio Group For Its Customer Engagement Technology Benenden Health Selects Sabio Group For Its Customer Engagement Technology

Sabio ensures credible solutions for increasing membership of healthcare provider Benenden Health, a not-for-profit healthcare provider has selected Sabio Group to offer assistance to its core customer engagement technology and Workforce Optimization platforms. Benenden Health helps over 800,000 members and was in the requirement for a contact center technology partner, which can assist its crucial […]

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Salvatore Ferragamo Selects Medallia to Boost Customer Experience Salvatore Ferragamo Selects Medallia to Boost Customer Experience

The company opens a new channel for its customers to bring their sentiments and voices into the organization The iconic Italian luxury brand, Salvatore Ferragamo has chosen Medallia Experience Cloud to amplify its customer engagement across its international network, including the physical stores and eCommerce. Medallia is a leading experience management company that assists organizations […]

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Braze Releases 2021 Global Customer Engagement Review Report Braze Releases 2021 Global Customer Engagement Review Report

Highlights Opportunities for Improvement and Growth for successful customer engagement The comprehensive customer engagement platform Braze released some key findings in its “2021 Global Customer Engagement Review Report”. The report examines the trends and defines the points that make customer engagement successful. It also identifies opportunities that may help brands improve their customer experience strategies.  […]

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Soho Brings *compd: A Customer Engagement Platform for Marketing Soho Brings *compd: A Customer Engagement Platform for Marketing

Nearly touchless product sampling to improve customer engagement during the pandemic era Soho Experimental has recently announced the launch of *Compd, a platform that allows the brands to provide a near-to touchless sampling of the products and record feedback through a digital experience.  The platform is created to fill the gap in the promotional landscape […]

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CXBuzz Interview With Tamir Huberman CIO and Head of Marketing of Yeda the commercial arm of the Weizmann Institute of Science CXBuzz Interview With Tamir Huberman CIO and Head of Marketing of Yeda the commercial arm of the Weizmann Institute of Science

Hi Tamir, tell us about yourself and your background? I have always loved innovation and inventions. Since my childhood, I used a lot of my time in inventing new electronic gadgets and fixing broken electronic equipment. After finishing a diploma in Computers and Electronics I decided to learn Biology and later did my master’s studies […]

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CXBuzz interview with Jo Boswell from Sentio-B CXBuzz interview with Jo Boswell from Sentio-B

Hi Jo, tell us about yourself and share some background about Sentio-B (And its founding story) I started Sentio-B in 2018 after a 27-year career with British Airways where I held a number of senior leadership roles in the Customer Experience and Commercial functions, culminating in Head of Customer Value Management. At BA I was […]

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Enmarket Boosts Its Customer Experience Strategy Enmarket Boosts Its Customer Experience Strategy

Location-level customer feedback to help improve guest satisfaction Enmarket Convenience Store chain has recently upgraded their customer feedback facilities, adding to their overall customer experience. The company aims to enhance its business strategy and focus more on customer’s demands, which will eventually lead to the growth of their business. The chain has recently established its […]

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How measuring customer experience changed over 2020 How Measuring Customer Experience Changed Over 2020

It is no surprise that customer experience has rapidly evolved over the past year. With an increasing population going online combined with the lockdown efforts associated with Covid-19, a larger part of almost every customer journey has shifted online. In fact, the pandemic has reduced face-to-face channel usage by 20%, and “digital channels have seen […]

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CXBuzz interview with Gordon Tredgold CXBuzz interview with Gordon Tredgold Leadership Principles CEO

Hi Gordon, tell us about yourself and your background. How did you get to the Digital Transformation space? Straight out of University, in themed 80s I moved into the IT space, as it seemed like a great fit for my Math degree, Analytical nature, and problem-solving ability. Starting out as a programmer I quickly advanced into project […]

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CXBuzz Interview with Jenny Dempsey CX Manager at Apeel and FruitStand CXBuzz Interview with Jenny Dempsey CX Manager at Apeel and FruitStand

Hi Jenny, can tell us about yourself and share some background around your hybrid role at Apeel & FruitStand. I’m the Consumer Experience Manager for FruitStand and Apeel. I’ve created the support processes from scratch. I help ensure consumers are heard, their feedback gets in the hands of the right departments. I am a Southern […]

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Personetics to boost Customer Engagement $75 million For Personetics to boost Customer Engagement For Financial Institutions

Banks to benefit from real-time monitoring of customer behavior  Personetics has secured a $75 million investment from Warburg Pincus. The fintech company uses artificial intelligence for assisting financial companies to enhance customer personalization and engagement. The AI software of the company monitors customer’s financial data and behavior in real-time. This data can be used by […]

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CXBuzz Interview With Nicolas Babin President at Babin Business Consulting CXBuzz Interview With Nicolas Babin President at Babin Business Consulting

Hi Nicolas, tell us about yourself and your background. How did you get to the Digital Transformation space? I am Nicolas Babin. I have over 35 years’ experience all over the world. I have worked and lived in the US, UK, Belgium, Japan, Germany, and France. I have worked in many areas mainly focused on […]

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CXBuzz Interview With Haydn Shaughnessy, Chief Content Officer at Flow Academy CXBuzz Interview With Haydn Shaughnessy Chief Content Officer at Flow Academy

Hi Haydn, tell us about yourself and your background (and how you got into the digital transformation space)? I’ve worked in product development and the think tank industry for thirty years and have lived and worked through many major transformations going back to the growth of global supply chains, through the introduction of the world […]

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CXBuzz Interview with James Perryman Momentus’ Founder CXBuzz Interview with James Perryman Momentus Founder

Hi James, tell us about yourself and share some background about Momentus (and its founding story) Of course! Let’s go back about 15 years. I had spent almost 10 years believing that great things would come to me and my career development if I kept my head down, said yes to everything, and waited my turn […]

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CXBuzz Interview With Adam Toporek President at CTS Service Solutions CXBuzz Interview With Adam Toporek President at CTS Service Solutions

Hi Adam, tell us about yourself and share some background. How did you get to the CX space? I’m a third-generation entrepreneur and grew up in family businesses where being customer-centric was a core ethic, even if the term didn’t exist. As I opened my own businesses in later life, I began to see how […]

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CXBuzz Interview with John Jordan SVP of Customer Experience at 1010data CXBuzz Interview with John Jordan SVP of Customer Experience at 1010data

Hi John, tell us about yourself and share some background about 1010data (how you ended up joining 1010data) I have been in Tech for 25 years and have spent the last decade in the CX/ CS space with a primary focus on helping companies operationalize customer-centricity. I have been at 1010data for just over 2 years. What brought me […]

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Agillic to Deliver Personalized Customer Experiences Agillic to Deliver Personalized Customer Experiences to Promote Eco-Friendly Energy Solutions

Agillic Energi will use the omnichannel marketing company to establish personalized communication throughout the customer journey Swedish Energy Company Telge Energi is to work with Agillic, a Danish marketing software company to promote eco-friendly energy solutions. The energy company aims to make consumers more aware of the importance and requirement of sustainable energy through personalized […]

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Top Three Tips For A Great Customer Experience Top Three Tips For A Great Customer Experience

I believe the journey of great customer experience begins by facilitating communication between the different departments of an organization. This communication is the initiation of harmonious flow between the varied customer-facing systems. To put it very simply, all the customers across the world seek an outstanding customer experience, regardless of the organization. If a customer-centric […]

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CXBuzz Interview with Tom Smith CX Analyst at ClientSavvy CXBuzz Interview with Tom Smith CX Analyst at ClientSavvy

Hi Tom, tell us about yourself and share some background about Client Savvy (and how you ended up joining Client Savvy) I’m a lifelong marketing professional who was on a five-year detour covering the technology industry before joining Client Savvy in November 2020. I have been a huge proponent of using qualitative and quantitative feedback to understand customer […]

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Retailers Pandemic Actions Influencing Consumer Perception Retailers Pandemic Actions Influencing Consumer Perception

The actions and messaging by retailers during the past year’s COVID-19 pandemic is influencing consumer perception and behavior, according to a Jigsaw study that polled 2,000 consumers in the U.S and U.K. in November 2020. The report from the strategic insights agency focused on understanding how much a brand’s response to the pandemic has changed […]

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CXBuzz Interview With James Kerr CXBuzz Interview With James Kerr Indispensable Consulting Founder

Hi James, tell us about yourself and your background and how you got to the digital transformation space? I am a management consultant and leadership thought leader who focuses on undertaking my client’s greatest challenges. Unlike some consultancies that tend to pile on large teams of staffers to get their billable hours up, my firm, Indispensable […]

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CXBuzz Interview with Ben Motteram principal at CXpert CXBuzz Interview with Ben Motteram principal at CXpert

Hi Ben, Tell us about yourself and share some background about how you ended up creating your firm, CXpert. I came out of university in 1992 with an undergraduate degree in Marketing. Soon after, I got my first job which was in a call center at a telecommunications company where I was dealing with residential […]

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Amazon India Simplifies Customer Experience: Merges Pantry with Fresh Amazon India Simplifies Customer Experience: Merges Pantry with Fresh

The eCommerce giant brings on-demand grocery-services to its customers Amazon India has integrated its grocery divisions Pantry and Fresh to simplify customer experience starting month-end. At present, this integration will take place in 10 cities where Fresh operates while the remaining 290 cities will still have a separate division of Pantry. Siddharth Nambiar, Director, category […]

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Oracle adds New Features to its Oracle Advertising and Customer Experience (CX) Oracle adds New Features to its Oracle Advertising and Customer Experience (CX)

New Selling, Service, Loyalty, and Marketing Capabilities to Enhance Customer Experience  Oracle recently announced an update to Oracle Cloud Customer Experience(CX) to help enterprises to build loyal customer relationships and focus on improving the customer experience. Here is the list of what’s new within the Oracle Customer Experience (CX): New Business-to-Business Selling Capabilities The new […]

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CXBuzz Interview With Amit Levi VP Growth & Marketing at Anodot CXBuzz Interview With Amit Levi VP Growth & Marketing at Anodot

Hi Amit, tell us about yourself and share some background about Anodot (how you ended up joining the company) I just love data. It’s amazing to see how easily data is collected today and how it can inform and optimize business decisions. I actually studied psychology and it always amazes me to see how data […]

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CXBuzz Interview with Leeya Hendricks CMO at Delta Capita CXBuzz Interview with Leeya Hendricks CMO at Delta Capita

Hi Leeya, tell us about yourself and share some background about Delta Capita (and how you ended up at Delta Capita) My role prior to Delta Capita was Global Vice President of Marketing for a Financial Services firm servicing the asset management industry. I joined Delta Capita during COVID as CMO not only did this […]

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Netcore To Provide Automated Marketing & Customer Engagement to Danube Home Netcore To Provide Automated Marketing & Customer Engagement to Danube Home

The brand aims at delivering consistent omnichannel campaigns, at scale Danube Home, one of the segments of UAE-based Danube Group has hired Netcore Solutions to boost its customer engagement using technology to create automated campaigns. These campaigns will also be personalized in nature to provide a coherent user experience.  Also, the home interior brand looks […]

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How do you measure success in digital? Five metrics for CEOs How do you measure success in digital? Five metrics for CEOs

In a time of seemingly nonstop digital disruptions, which have only accelerated during the COVID-19 pandemic, the business imperative to embrace digital, data, and analytics is widely understood. The link to business value, however, is not. When we ask CEOs how their transition to digital is progressing, they often respond with a list of initiatives underway across […]

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CXBuzz Interview with Neal Topf President and Co-Founder at Callzilla CXBuzz Interview with Neal Topf President and Co-Founder at Callzilla

Hi Neal, tell us about yourself and share some background about Callzilla (and how you ended up joining Callzilla) I’m the President and Co-Founder of Callzilla, founded in 2005. Callzilla was created with several ideas in mind: outsourced contact centers operating in Bogota, Colombia could serve the US marketplace well; the nearshore market was a […]

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CXBuzz Interview with James Dodkins CXRockstar's Founder CXBuzz Interview with James Dodkins CXRockstar’s Founder

Hi James, tell us about yourself and your background. How did you get to the CX space? – I used to be an actual, real-life, legitimate, award-winning rockstar! I played guitar in a heavy metal band, we toured the world, released, albums were on TV and in magazines….after the end of my music career, I […]

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CXBuzz Interview with Bill Staikos Head of Customer Experience At Freddie Mac CXBuzz Interview with Bill Staikos

Hi Bill, tell us about yourself and share some background. How did you get to the CX space? My parents were business owners, and I grew up in the service industry, so from an early age I learned what it meant to provide excellent service to your customer and the impact that had on your […]

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CXBuzz Interview with Omri Argaman CMO at Zoomd CXBuzz Interview with Omri Argaman CMO at Zoomd

Hi Omri, tell us about yourself and share some background about Zoomd (how you ended up joining the company). Omri: I’m 41. From Israel. Been in the mobile industry for 16 years and in the digital industry for more than 20. I started my career at Microsoft, worked there for 6 years. The last role […]

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New Generation In Customer Experience Next Generation Is The New Generation In Customer Experience

As global pharmaceutical firms laud their achievements in vaccine trials, the stock markets are beginning to take notice. As this murmur of positivity made headlines just in time for the holiday season, conversations across the globe have shifted to whether we could be reaching the beginning of the end after a year predominated by the […]

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Transform Customer Experience Four Ways Business Leaders Can Transform Customer Experience

Transform Customer Experience GETTY The Covid-19 pandemic prompted tectonic shifts in everything about the workplace and how business gets done. Responding to the pandemic pushed companies to move quickly in responding to shifting customer needs while also caring for employees. The unforeseen global disruption forced everyone to find creative solutions, overcome process barriers and reduce […]

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CXBuzz Interview with Mary Drumond CMO at Worthix CXBuzz Interview with Mary Drumond CMO at Worthix

Hi Mary, tell us about yourself and share some background about Worthix (and how you ended up joining Worthix)  My background is in education and educational management, so CX was a huge pivot for me. I actually joined Worthix in a leadership role; Customer Experience is the essence of Worthix, so digging in and immersing myself in the field […]

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Why Tech Complexity is a Customer Experience Issue Why Tech Complexity is a Customer Experience Issue

Securing new customers and expanding existing users’ consumption is all about a businesses’ ability to deliver exceptional customer experiences. The digital customer experience is everything that customers experience via software. It’s the entire virtual storefront: the ‘face’ of your business. And who’s developing these business-critical experiences? Software developers. One of the biggest problems facing the business […]

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CXBuzz Interview with Alon Rozenberg SVP Customer Success & Solutions at Namogoo CXBuzz Interview with Alon Rozenberg SVP Customer Success & Solutions at Namogoo

Hi Alon, Tell us about yourself and share some background about Namogoo (how you ended up joining the company)    I’m Alon Rozenberg, SVP Customer Success & Solutions at Namogoo. Before joining Namogoo, I held various customer success roles in both small startups and large corporations. My wife and I decided to return to Israel from […]

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Key 2020 Holiday Shopping Takeways Key 2020 Holiday Shopping Takeways

The classic saying “There’s No Place Like Home for the Holidays” couldn’t be truer for the 2020 holiday shopping season. The disruptions created by the pandemic have impacted every routine in normal day-to-day life and left millions of people anxious, homebound and isolated. The extent and duration of worldwide lockdowns and business closures have forced […]

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CXBuzz Interview with Renjit Philip Head Of Business Development at Symbo CXBuzz Interview with Renjit Philip Head Of Business Development at Symbo

Hi Renjit, tell us about yourself and share some background about Symbo (and how you ended up joining Symbo) My background has been primarily in the financial services industry (Cards & payments /Insurance). I have worked in both startup and corporate settings across multiple markets, including the US, China, India, and the Middle East. Of […]

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Adobe Unveils New AI Tools For Retailers Adobe Unveils New AI Tools For Retailers: The Race To Outsmart The Competition Starts

More people are shopping online than ever before, and consumers are demanding much more from their online experiences. That has created a race by retailers and their tech partners to build smarter, more seamless, more personalized, digitally-enhanced shopping experiences. Adobe Unveils New AI Tools For Retailers At the National Retail Federation’s annual expo, (held virtually […]

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CXBuzz Interview with Jim Tincher CEO of Heart of the Customer CXBuzz Interview with Jim Tincher CEO of Heart of the Customer

Hi Jim, tell us about yourself and share some background about “Heart of the Customer” (and its founding story) After working for both small and large companies, I found myself frustrated by how little interest there was internally at the time in hearing from actual customers. There was too much emphasis on what each company thought […]

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The Top 3 CX Imperatives for CMOs in 2021 The Top 3 CX Imperatives for CMOs in 2021

Merkle’s latest edition of its Imperatives series sheds light on the top priorities for customer-centric brands in 2021. A recent study by Merkle identifies key imperatives for CMOs in 2021. Key trends like the rise of D2C businesses, data privacy concerns, and the emergence of cloud platforms like Google, Amazon Web Services (AWS), and other, […]

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What Is Insights Discovery - Driven Approach? What Is Insights Discovery – Driven Approach?

Digital transformation is essential for eCommerce success. According to a Deloitte survey, 55% of companies that made at least one step towards digital transformation saw higher net revenue growth. Finding digital solutions that will increase efficiency requires discovering what may work and testing it.  The process of digital transformation begins with identifying problem areas and […]

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Bringing the B2C Experience to a B2B Audience Bringing the B2C Experience to a B2B Audience

The B-to-B and B-to-C worlds have long taken differing approaches when it comes to connecting and engaging with customers. Over the last 15 years, the consumer space became increasingly powered by e-commerce purchases, whereas the B-to-B world still largely relied on more traditional and direct methods. However, as remote work spread during 2020, B-to-B transactions […]

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CXBuzz Interview with Katie Stabler CULTIVATE's founder CXBuzz Interview with Katie Stabler CULTIVATE’s founder

Hi Katie, tell us about yourself and how you got to the customer experience space? Katie: I’m currently the Founder and Director of CULTIVATE Customer Experience by Design. My journey into the profession of CX started like many, working in front line customer service roles from high street retailers like Woolworths and Boots to contact […]

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Retail Vision 2021-Turning Insights into Profits Retail Vision 2021-Turning Insights into Profits

How Retail Vision Can Help Retailers Win Big in 2021 2020 ushered in significant eCommerce changes with dramatic increases in online sales during the height of the pandemic. In April 2020, online sales in North America increased 129% year over year. The intensely competitive eCommerce environment has forced companies to adopt new strategies to grab […]

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Use The Post Return Experience To Offset The Cost Of Returns Use The Post Return Experience To Offset The Cost Of Returns

The Post Return Experience phenomenon Returns are a fact of life for retailers. And with online shopping through the roof, the pain will be that much greater. Whether families gathered for the holidays or not, some people gave gifts the recipients didn’t want, adding to the already sizable cost of returns. While consumers return 30% of […]

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5 Ways Data-Driven Intelligence Can Transform Your Retail Strategy 5 Ways Data-Driven Intelligence Can Transform Your Retail Strategy

A crisis forces a change like no other. If retail enterprise debates centered around IT budget in pre-pandemic times, now it’s unequivocally for swift digitalization from customer point of sales (POS) to supply chain. The retail sector has learned some hard lessons from today’s uncertain business climate. However, some enterprises are ahead in their game […]

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CXBuzz Interview with Russel Lolacher Director of Web & Social Services At BC CXBuzz Interview with Russel Lolacher Director of Web & Social Services At BC

Hi Russel, tell us about yourself and share some background about your government organization’s social customer experience strategy (and how you ended up joining BC Public Service) I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Over 10 years, I’ve led the very successful social customer care […]

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Accenture Israel’s Country Managing Director, Shimon Elkabetz Digital Transformation Must Reach for The Clouds

“Accelerating the digital transformation” are words we repeatedly hear. Until about a year ago, those terms were only used by CIOs and IT Managers, while nowadays they are used all over organizations, divisions, and departments. Starting at the CEO level, everyone needs to know and understand that Digital Transformation is vital to the organization’s survival, […]

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CXBuzz Interview with Daniel Gurevitch CEO at Kimonix CXBuzz Interview with Daniel Gurevitch CEO at Kimonix

Hi Daniel, tell us about yourself and share some background about Kimonix (how you ended up founding the company) Daniel: I’ve been around eCommerce & retail for a few good years now, both as a consultant and as Head of eCommerce. A year ago, together with Kobi Gabay, I founded Kimonix – an AI merchandising […]

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Why Your Digital Transformation Efforts Need Insight Engines? Why Your Digital Transformation Efforts Need Insight Engines?

Making sense of your digital content with insight engines Every organization today has stepped towards digital transformation leveraging advanced technologies and platforms. They are carrying out different projects and performing R&D to better serve their customers and drive digital transformation efforts. With each and every move towards digital, companies is also generating a wealth of information […]

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Any CMO Who Wants to Understand How to Really Harness Martech Should Read This Book Any CMO Who Wants to Understand How to Really Harness Martech Should Read This Book

Hot off the presses, I just read Ask Your Developer: How to Harness the Power of Software Developers and Win in the 21st Century by Jeff Lawson, founder and CEO of Twilio. It is, by far, the best book I’ve read explaining the real dynamics of modern software to business executives. The core premise: in a digital world, […]

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CXBuzz Interview with Gily Netzer CMO at Cymulate CXBuzz Interview with Gily Netzer CMO at Cymulate

Hi Gily, tell us about yourself and share some background about Cymulate (how you ended up joining the company) Gily: I have spent my entire career in marketing and in the last 20 years, particularly international B2B Cybersecurity marketing. With two very active lobes in my brain, I bring strategy and GTM to the table that […]

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7 Digital Transformation Leadership Mistakes & What To Do Instead 7 Digital Transformation Leadership Mistakes & What To Do Instead

Teamwork, collaboration, and alignment can drive the success or failure of digital transformation efforts. But the right leadership skills enable those critical practices. In many ways, the attributes of a successful digital transformation leader diverge from traditional IT leadership capabilities. As a result, newly minted digital leaders can make significant missteps or miscalculations in their first forays. From assuming […]

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21 CX Predictions For 2021 21 CX Predictions For 2021

2020 was a year that left brands and businesses scrambling to adapt to rapid changes while still providing an excellent customer experience. What once was a novelty, like curbside pickup or contactless payment, is now necessary for survival. The tech that seemed nice-to-have is now required. Pivoting and shifting are required for sustainability. So where […]

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CXBuzz Interview with Jolene Amit VP Marketing at Cymbio CXBuzz Interview with Jolene Amit VP Marketing at Cymbio

Hi Jolene, tell us about yourself and share some background about Cymbio (how you ended up joining the company) Hello! Thank you for your interest. It’s a pleasure to share a bit about my story. My name is Jolene Amit; I am originally from San Diego, California, and now reside in Tel Aviv, Israel. I […]

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10 UX Challenges to Solve in 2021 10 UX Challenges to Solve in 2021

As we all know by now, 2020 has been a very special and weird year in many ways. On the one hand, COVID-19 made us all change our daily routines, travel less, and feel a bit more disconnected from our social circles. On the other hand, this new situation forced us to speed up digital […]

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The Brand & Experience Play Driving Entertainment's Digital Transformation The Brand & Experience Play Driving Entertainment’s Digital Transformation

Future-proofing by making the big transition from physical to digital proposition and engagement has seen Australia lifestyle offer business, Entertainment, embark on simultaneous digital and brand transformation. Entertainment is a 26-year-old Australian brand known for producing the iconic Entertainment book full of offers across a wide variety of merchant offerings. As well as its core […]

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CXBuzz Interview with Ali Baghchehsara CEO at Gigahub CXBuzz Interview with Ali Baghchehsara CEO at Gigahub

Hi Ali, tell us about yourself and share some background about Gigahub (and how you ended up joining the company) Ali: My name is Ali Baghchehsara, I am a sports pilot and professional skier. I have also worked my way up in the hierarchy of airbus at a pretty young age and left the company […]

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CXBuzz Interview with Yuval Danieli VP CS at Secret Double Octopus CXBuzz Interview with Yuval Danieli VP CS at Secret Double Octopus

Hi Yuval, tell us about yourself and share some background about Secret Double Octopus (how you ended up joining the company) Yuval: Throughout my career, I held various Customer-facing positions for the last 30 years and in the Identity Management field for the last 20 years. Secret Double Octopus is offering Passwordless authentication to organizations. The […]

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What Does the Qualtrics $14 Billion IPO Mean for the CX Market? What Does the Qualtrics $14 Billion IPO Mean for the CX Market?

Qualtrics, which provides voice of the customer (VoC) and customer experience management software, announced its plans for an intended $14 billion IPO at the end of last year. This may be a “non-event” in the eyes of some because SAP, which acquired Qualtrics in 2018, announced Qualtric’s IPO intentions five months earlier. Qualtrics, meanwhile, has been operating as […]

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CXBuzz Interview with Boaz Grinvald CEO at Revuze CXBuzz Interview with Boaz Grinvald CEO at Revuze

Hi Boaz, tell us about yourself and share some background about Revuze (how you ended up joining Revuze) Boaz: I’m a serial entrepreneur who loves to bring something new to the world while helping businesses with real challenges. I’ve been fortunate to build several companies from an idea to sizeable businesses across different industries and […]

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CXBuzz Interview with Neta Gafni CMO at Consolto CXBuzz Interview with Neta Gafni CMO at Consolto

Hi Neta, tell us about yourself and share some background about Consolto (how you ended up joining the company) Neta: I worked in the travel technology industry for 20 years on IT & Digital projects, and then COVID19 changed everything… I met Ilan Consolto’s Founder and CEO 3 years ago when I worked in travel, […]

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5 must-read Harvard Business Review articles in January 5 must-read Harvard Business Review articles in January

Each month, through our partnership with Harvard Business Review, we refresh our business library for CIOs with five new HBR articles we believe CIOs and IT leaders will value highly. Check out the curated pieces below, available to readers through the end of January. Emerging from the crisis What is the next normal going to […]

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5 priorities for CIOs in 2021 5 priorities for CIOs in 2021

If 2020 has proved anything, it is the importance of rapid adaptability in the face of uncertainty. According to Forrester, “Last year, 85 percent of firms viewed digital as ‘nice to have.’ In 2020, every company learned that digital is critical to customer and business success.” As we move into 2021, CIOs will be focusing on operational agility […]

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Top 10 Digital Transformation Articles of 2020 Top 10 Digital Transformation Articles of 2020

While many aspects of life and business slowed down in 2020, digital transformation wasn’t one of them. The pandemic forced IT organizations to shrink timelines and accelerate change efforts in order to get workforces up and running remotely, as well as address related connectivity and security challenges. As the pandemic continued, IT leaders faced many […]

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3 ways leaders fail their Artificial Intelligence (AI) projects 3 ways leaders fail their Artificial Intelligence (AI) projects

How do most organizations begin their Artificial Intelligence (AI) journey? Let’s look at how leaders of some large enterprises planned their foray into AI. Here are a couple of recent examples from McKinsey: The leader of a large organization spent two years and hundreds of millions of dollars on a company-wide data-cleansing initiative. The intent was […]

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