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

Hi Sergio, tell us about yourself and your background. Hi, I am a customer-focused senior manager with 20+ years of experience in the service environment in a multinational company and a believer in the humanization of the business. I’ve worked in the field, in direct contact with customers and technicians, at the headquarters of an […]

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

Hi Bruno, tell us about yourself and your background. Hello CXBuzz readers, it’s an honor to participate in this interview! I’m very passionate about what I do, which is understanding people as customers, understanding their needs and desires, and building the best relationship that can exist between a company and a customer. I am Brazilian, […]

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

Hi Bryan, tell us about yourself and your background.  For more than 20 years, I have been helping transform consumer and technology industries worldwide. I have launched and scaled industry-changing technologies and services in high-growth businesses throughout my career in IT, services, sports, media, and retail technology. I also love to talk, and I am […]

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

Hi Priyama, tell us about yourself and your background. I utilize design-led innovation to improve people’s experience with a product, service, or ecosystem. They may be customers, employees, or stakeholders. This eventually results in better business outcomes for my clients. I work in Boston as the Vice President of Experience Strategy at Merge, an integrated […]

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How To Leverage Digital Transformation for Better Customer Experience | Opinion

The job of delivering a unique and exciting customer journey has never been easier with the tools we have access to now — namely social media, general web analytics, and CRM systems. Yet, there are still areas where all these data points and insights are treated as singular, one-dimensional, or irrelevant data. But we’ve seen […]

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

Hi Marcelo, tell us about yourself and your background. An engineer by trade, I quickly evolved into an enterprise software salesman. I have jumped from Big IT to start-ups, so I’ve experienced the key issues and drivers of CX from different perspectives. Over the past five years, I have been on the SAP Customer Experience […]

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New Hires in the CX Space: October 18, 2021

What is happening in the customer experience world this week? At CXBuzz, we closely follow the industry, monitoring recent hires and promotions. Emarsys Promotes Joanna Milliken to CEO Emarsys has appointed Joanna Milliken as the company’s new CEO starting at the beginning of October. Joanna was formerly head of customer experience marketing, and will use her […]

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

Hi Liliana, tell us about yourself and your background. I am a New Yorker and an immigrant from Bulgaria. My story includes being on Wall Street during the liquidity crisis and building an impactful career in the aviation world through diverse experiences in JetBlue Airways. When it comes to a plane, there is nothing I haven’t […]

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

Hi Bea, tell us about yourself and your background. Talking about my experience is really about talking about my interests, because little by little I have been looking for what I am passionate about doing. I studied communications, marketing, and now I’ve pursued an MBA. During these past 11 years, I have focused on providing […]

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CXBuzz Interview with Luke Hohmann, Founder and CEO at FirstRoot

Hi Luke, tell us about yourself and your background. I am the founder and CEO of FirstRoot, a Benefit Corporation devoted to creating great economic equality. My previous company, Conteneo, was an enterprise software company that helped global companies manage investment portfolios using Participatory Budgeting. Now I am leveraging the experience I gained working with […]

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

Hi Silvana, tell us about yourself and your current role. I am the founder and CEO of Buljan & Partners Consulting in Madrid, focused on making companies a better place for customers and employees. Next year will mark 20 years in the business and proud of the achievements our customers have made in their organizations. […]

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

Hi Chaman, tell us about yourself and your background. My fascination with customers — their wants, needs, and expectations — began many years ago. By the time I was twelve-years old, I had grown my very own portfolio of daily, weekly, and monthly customers to exceed the magic number of our days, one hundred. Now, […]

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

Hi Eric, tell us about yourself and your background I’ve had a 25-year career leading or consulting on Voice of the Customer and Customer Experience functions.  I’ve led global programs in the high-tech space with Compaq and HP as well as the travel and hospitality industry with Avis Budget Group and Hertz. I also had […]

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CXBuzz Interview with Valerie Peck, CEO of SuiteCX

Hi Valerie, tell us about yourself and your background. I started out with an education (MBA) in Finance and Marketing thinking product management, but the downturn in the economy set me into technology. Starting at ATT, I learned how technology and marketing /sales could mesh and with the basis of my “psychology meets technology” bent […]

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CXBuzz Expert Panel: How Netflix Is Excelling at CX

Netflix has been known to be one of the best companies when it comes to customer experience (CX) capabilities. This begs the question of how. We’ve gathered some thoughts on how Netflix is at the forefront of providing effective and attractive customer experiences from some of the CX experts we’ve interviewed in our Interviews section. […]

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

Hi Codruta, tell us about yourself and your background. I graduated from college with a degree in business informatics. I started working at SAP right after graduating, roughly 9 years ago. I did the ABAP academy and got my ABAP certification diploma. Shortly after, I started working in the CX space, doing custom developments for […]

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Factor4 and SavorConnect To Launch Omnichannel Gift Cards on Shopify

Factor4, a gift card and loyalty solutions provider, has announced a collaboration with SavorConnect, cloud-based e-commerce solutions platform, to introduce omnichannel gift cards on Shopify. The gift cards will be valid for both online and in-store purchases. “Few firms offer true omnichannel gift cards; even fewer also give merchants a choice of payment processors,” said […]

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

Hi Priyanshu, tell us about yourself and your background. I come from an IT Consulting background with a little over a decade of experience in providing solutions in the digital transformation space. I have also manged cross platform online consumer-facing products. I’m an advocate for improving CX by using a unified digital strategy, which should […]

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Zoom and Five9 Call Off Multibillion Dollar Merger

Zoom Video Communications Inc., the popular video-conferencing platform, has announced that their merger with Five9, a cloud service provider, has been mutually terminated. The multibillion dollar merger was initially announced in July of this year, but was called off after less than three months. Five9 was featured in CXBuzz’s Landscape Map as one of the […]

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The Vital Link Between Customer and Employee Experience | Opinion

When was the last time you were truly impressed with a company as a customer? When, where, and why? The mere fact that you had to think about it for a while — or maybe you are still thinking about it — is proof enough of the sad reality. There is a lot of talk […]

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

Hi Marie, tell us about yourself and your background. I’ve worked in the retail industry for over 10 years. I discovered the user experience sphere during my first professional experience as a merchandising project manager. Eager to be in charge of omnichannel projects, I decided to work as an IT consultant and develop my technical […]

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Free Returns Might Not Cut It Anymore | Opinion

Holiday shopping is in full swing, and we know this because nearly 1 in 5 (19%) consumers are shopping earlier to avoid shipping delays this season. Because of this, it’s predicted that the “holiday hangover” season of returns will begin earlier than expected, which means it’s crucial that retailers begin to think about what their […]

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

Hi Alexis, tell us about yourself and your background. I am a proud e-redisent of Estonia, the world’s first digital nation, entrepreneur, speaker and teacher. I wrote a book on why services fail; it’s in Spanish and you can download or buy it here. We are working on the English version. I spend my time […]

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

Hi Stefanie, tell us about yourself and your background. I was a marketer before I even knew I had a passion for marketing.  I was the kid watching the TV commercials more intently than the TV shows my family was watching.  I started my career in affiliate marketing and consumer marketing helping users engage with […]

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

Hi Dario, tell us about yourself and your background. My name is Dario, I am Italian but I left Italy over 10 years ago. I started working in Italy, but then I moved to London, from there to Jamaica, and now I am in beautiful Ghana. I have a master’s degree in Telecommunication Engineering but […]

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How Employee Experience Directly Drives Customer Experience | Opinion

Over the last couple of decades, there has been a lot of research on what customer experience is and what goes into creating a stellar experience for the consumers. The research across the world has provided us with many insights on how companies can improve their customers’ experience in relation to their services and products. […]

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

Hi Marcos, tell us about yourself and your background. I am Brazilian, I am 51 years old, and I have lived in Asunción, Paraguay, for 27 years. My non-negotiable values ​​are humanism, humor, and justice. My education is “non-linear”: I studied Electronic Engineering and Psychology, but my areas of work have always been innovation, entrepreneurship, […]

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

Hi Aaron, tell us about yourself and your background. I am a passionate traveler and really love working in this space. Unlike other careers, you may not necessarily get to see needles move everyday. In CX you get to be involved in all facets of an organization and can easily measure the success of the […]

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

Hi Arttur, tell us about yourself and your background.  Hello, I’m a Brazilian guy who first graduated in tourism (what most brings experiences than trips, isn’t it?). Later, I started to study system development (specifically Java), but I hated programming. Today, I have a degree in Production Engineering, as well as an MBA in Business […]

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Reach3 Insights Launches New Customer Insights (CI) Tool

Reach3 Insights, a market research platform, has partnered up with Rival Technologies to launch a new customer insights (CI) tool to help brands boost customer retention. The new tool was created in response to the massive shift in America’s changing brand loyalties during the COVID-19 pandemic. The solution, named “New Customer Experience,” entails a messenger […]

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

Hi Ilaria, tell us about yourself and your background. I love exploring, traveling, discovering new places and cultures and most importantly I’m a food lover, obsessed with pizza and pasta. Can you tell I’m Italian? But I have another obsession: customers, making sure they get the best experiences across the journeys. I’ve been working in […]

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The Relationship Between Customer Loyalty and Customer Retention

Online sales totaled $4.28 trillion worldwide in 2020. Experts at Statista also predict that this figure will rise to $6.388 trillion in 2024. This is great news for eCommerce, meaning the steady popularity growth of online stores. At the same time, competition will increase. Even one click can matter, either leading to a purchase or […]

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

Hi José, tell us about yourself and your background. I defined myself as a strong believer in the use of technology to help people. Passionate about enhancing the customer experience with a special focus on the digital transformation of their business, attending a Ph.D. in Telematics Engineering, with an MBA in Marketing and Sales and […]

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

Hi Alysson, tell us about yourself and your background. My name is Alysson Rodrigues, and I am a Product Manager, and Digital Business Senior Analyst at Banco do Brasil (Bank of Brazil), the most traditional bank in Brazil with over 200 years of operation and one of the biggest financial institutions in Latin America. I’ve […]

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How To Celebrate CX Day 2021

On Tuesday, October 5th, 2021, the world celebrates the annual CX Day, which was recognized by the US Congress and was founded by the Customer Experience Professionals Association (CXPA). How is our community celebrating this special day? Here are a few ideas and appointments you might not want to miss. First of all, companies and […]

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The Customer Experience Landscape Map: 2021 Edition

Welcome to the first edition of CXBuzz’s Customer Experience Landscape Map. This project is meant to be a snapshot of the CX industry, aimed at capturing the most relevant market segments and companies that operate in the field of customer experience. In this year’s list, we have included 60 companies divided between 10 market segments. […]

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

Hi Nicolas, tell us about yourself and your background. Well, I am forty-seven years old, I’m married and I’ve got two children. I studied Industrial Engineering and I also have a diploma in Technological Services Management. I have worked in the telecommunications industry for seventeen years, reaching managerial positions in Customer Care Processes and Project […]

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

Hi Saurabh, tell us about yourself and your background. I am a global digital transformation leader, looking to make a direct impact on organizations and clients I work with. I am responsible to drive a strategic focus on building and scaling framework for innovation and technology-led transformation and help businesses achieve their strategic objectives and […]

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

Hi Michael, tell us about yourself and your background. I began my career at SAP over 10 years ago, and have held a variety of ‘cloud-based’ roles (i.e. Sales, Process Owner, Customer Advocate, Support Liaison, Pre/Post Sales process mgmt and Vendor Ops lead to name a few). Not to mention, 10+ years in the Financial […]

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

Hi Mayte, tell us about yourself and your background. I was born and raised in Mexico and, throughout my personal and professional life, I’ve had the opportunity to take part in international experiences that helped me grow and better understand the differences on human behaviors. Before graduating, I did and internship at Cinépolis’ headquarters, which […]

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

Hi Christopher, tell us about yourself and your background.  Sure! As Senior CX Principal at Medallia, I work with multinational clients to implement strategies to repair, manage and grow profitable businesses. I frequently speak publicly on customer experience and have written about it for various well-known publications. Growing up, my father had an independent restaurant, so I […]

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

Berkshire Grey, an automation solutions provider for supply chain processes, has developed an AI-powered put wall as a response to rising e-commerce demands and labor scarcity. The put wall is robotically automated, and is anticipated to boost customer experience (CX) by executing orders at a greater speed and without relying on human labor. “Businesses will […]

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

Hi Michela, tell us about yourself and your background. I am a CX Manager with a marketing background who strongly believes in CX to drive business growth and break the silos in the organization. I am currently a Global CX & Innovation Manager at Nespresso Global HQ based in Lausanne, Switzerland; the scope of my […]

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

Accenture, the global consulting giant, has announced its plan to acquire Experity, a Brazil-based customer experience (CX) and e-commerce solutions provider. With the acquisition, Accenture hopes to scale up its CX operations in Latin America. Expertity’s cloud-based technology can be leveraged to boost e-commerce and marketing capabilities. Earlier this year, The Rio Times reported that […]

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Market Research Platform getWizer To Offer Digital Rewards via Rybbon

getWizer, a customer insights platform, has announced a collaboration with Rybbon (Blackhawk Network), a digital rewards platform for marketers, to create a rewards system that will incentivize respondents to participate in market research studies. The partnership is expected to increase response rates in surveys and improve the quality of the studies by offering digital gift […]

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

Hi Justin, tell us about yourself and your background. I am the Head of Strategy and Digital Transformation at Standard Bank Fleet Management, a division of the largest bank on the African continent, Standard Bank Group. I have over 20 years of experience in the financial services industry and am responsible for strategy development and […]

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

Hi Georgia, tell us about yourself and your background. I am a Senior User Experience (UX) Designer and Consultant based in Zurich, Switzerland, currently working remotely for a leading UK local authority, guiding the organization on achieving UX-oriented digital transformation. I take a holistic approach to design, considering each step of the user/customer journey and […]

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

Hi Aida, tell us about yourself and your background. I was born in Madrid, and I am a Clinical Psychologist who has always had an interest in human behavior and particularly in how we consume and why we prefer some brands over others. This was the reason why I decided to specialize in consumer psychology […]

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

Hi Holly, tell us about yourself and your background. Hi, I’m the Senior UI/CX designer at Prezzee, a digital gift card platform. I’m from Scotland and I moved to Sydney, Australia over 4 years ago. I have a degree in visual communication and have since worked at multiple agencies as well as in-house, helping companies […]

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

Hi Mrinmoy, tell us about yourself and your background. I grew up in Chandannagar, a beautiful, serene riverside town in West Bengal. As the youngest child, I had a simple, protected childhood, surrounded by my loving elder brother, sister, and other family members. My mother, a school teacher, taught me how education could be my […]

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

It’s official: InMoment, the Experience Improvement (XI) software provider, has completed the acquisition of Lexalytics, marking the importance of data processing for the customer experience industry. Lexalytics is a Massachusetts-based company that offers a platform for natural language processing (NLP) and machine learning (ML) services to turn structured and unstructured data into insights used to […]

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

Hi Jim, tell us about yourself and your background. I have been working in customer service and customer experience for over 25 years with my focus being primarily on CX for the past 15 years. My first customer service role was as a frontline supervisor in the small business services office in Washington, D.C. for […]

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

Hi Hasnain, tell us about yourself and your background. I did my undergraduate majoring in finance with an ambition to become an investment banker; however, certain turns of events took place and I ended up in digital technology and advertising, which is where I have been since 2013. During this time, I’ve had the opportunity […]

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JCPenney Adopts AI Solution To Boost Online Sales

JCPenney, a popular retail store chain with over 650 sites in the U.S., has teamed up with Metrical, an AI provider, to enhance online customer experience and boost e-commerce sales. “Helping customers in their online shopping journey is a major advantage in today’s online retail market,” said Richard Adams, VP of Digital Experience at JCPenney, […]

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How Companies Often Miss the Point on Customer Complaints

In my work on customer experience, I often observe that complaints are a much-ignored source of improvement by many organizations. There are many reasons for this: we don’t like to think our products and services will be complained about, and when things do go wrong, we don’t want to shout about it either internally or […]

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

Hi Nicolás, tell us about yourself and your background. I am a consultant on Behavior & Innovation. I have a Master’s degree in Anthropology, another Master’s degree in Marketing, and a B.A. in Advertising. I am a professor at international business schools and an academic researcher. Now, I have just released my first book, “EtnoMarketing: […]

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CXBuzz Interview With Eddie Ortiz, CX at Gusto

Hi Eddie, How did you start working in the customer experience space? Prior to my career in CX, I served as a federal civilian within our government, specializing in contract negotiations, namely negotiating contracts for space rockets and satellites. Prior to that I served in the military and that’s where my heart of service was […]

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CXBuzz Interview with German Mendivil, Customer Delivery Leader at Cisco

Hi Germán, tell us about yourself and your background. My name is Germán Mendívil, I am originally from Spain, but I have been living in Belgium since 2007. I studied Telecommunications Engineering and I started working for Cisco as a graduate engineer in 2007. My first role in Cisco was as a Customer Support Engineer […]

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

Hi Raz, tell us about yourself and your background. I’m a Senior Digital Transformation Advisor at BDO Israel. Previously, I was VP of Information Technology at Bezeq (the Israeli telecom incumbent) and Direct Insurance and Deputy Government of Israel CIO. I teach in two MBA programs, and I’ve written seven textbooks and dozen of professional […]

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

Hi Sebastian, tell us about yourself and your background. My name is Sebastian, and I’m a Customer Experience Manager and Marketing Expert in the global automotive and product development industry. I work as a CX Manager for the RLE INTERNATIONAL Group, and I’m advising every level of the organization with a customer-centric view. I also take […]

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

Hi Israel, tell us about yourself and your background. I graduated with a business/international relations degree in 2018, and was offered a CX position from my current employer, a telecommunications company, however, I have been working in this company for over 7 years. During the whole time working in Algar Telecom, I always worked in […]

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

Hi André, tell us about yourself and your experience. Hi, I am very happy with this invitation. I am someone who believes a lot in people and their humanity and creativity. Today I work as a training analyst at a reputable company. I have more than 10 years of experience in CX. I worked in […]

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3 Survey Design Tips To Drive Business Impact

For the last few years, customer experience (CX) professionals have been claiming that customer surveys are dead. They say that customer satisfaction (CSAT) surveys are boring, biased, and return poor data; and honestly, these experts are mostly right. But what’s killing surveys? Is it the flood of surveys customers are receiving? Or is it due […]

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

Research shows that Customer Experience (CX) and Employee Experience (EX) have a close relationship. In today’s era, in which our professional and personal worlds often intersect, employees and consumers or customers have a lot of shared aspirations from an organization. For example, competing organizations are always battling with each other to retain customers as well […]

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CXBuzz Interview With Martijn van Deel, CX Advisor at Capgemini

Hi Martijn, tell us about yourself and your background. I am a Customer Experience expert with over 15 years of experience in designing and building marketing, customer service, and ecommerce solutions in retail and manufacturing. I am currently working at Capgemini, a global leader in Digital Customer Experience, helping many of our clients to be […]

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

Hi Eric, tell us about yourself and your background. I’m 100% Filipino. I was born here but raised in Thailand, the Philippines, and Italy. I went to college at Tufts University in the U.S. and moved back to the Philippines in 2000. I took BS Electrical Engineering at Tufts, and my first job was at […]

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

In our ongoing CXBuzz interview series, we’ve been asking leading customer experience (CX) experts to name the most common misunderstandings that they’ve come across when dealing with CX. Most of these professionals work in CX planning or marketing roles, so it’s easy to see why they’ve got the know-how to advise people when it comes […]

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

Hi Falguni, tell us about yourself and your background. I am currently the Assistant Vice President, Digital Strategy & transformation at Emxcel Solutions, India. Since school, I was fascinated by computers & so I did my graduation in Computer Technology followed by Masters in Information Systems & ERP Systems. My techno-functional experience spans more than […]

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

Hi Tolú, tell us about yourself and your background. I am currently working in the Customer Experience Management unit of ARM Investment Managers, a financial services company based in Lagos, Nigeria. My day-to-day tasks involve engaging the company’s existing (and prospective clients), to address enquiries, requests and complaints about mutual fund accounts. I hold a […]

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

Digital marketing software provider Marin Software has unveiled an integration with advertising company Criteo’s Commerce Media Platform, enabling users to manage and optimize e-commerce campaigns within the MarinOne platform. “Commerce Media is one of the most exciting and fastest growing areas of digital marketing,” said Chris Lien, CEO of Marin Software, in a press release. […]

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

Hi João, tell us about yourself and your background. My career began as an intern in a Colgate-Palmolive R&D lab, but despite enjoying the lab work I preferred to sit at the table with analysts and help structure the company’s new projects. After that I worked through packaging development and manufacturing, where I could have […]

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

Hi Luiz, tell us about yourself and your background. I’m Luiz, from Brazil. I am now living in Guadalajara, México and I’m 29 years old. I have a bachelor’s degree in System of Information ( kind of a mix between Business and Technology) since 2012. My career with IT started in 2009 with Oracle database, […]

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Twilio Segment Promises Personalized Customer Experiences with New CDP Developer Toolkit

Twilio, the renowned cloud communication platform, has announced the addition of a developer toolkit to its customer data platform Segment. Claiming to supply users with state-of-the-art data collection and integration capabilities, Twilio aims to give businesses the fluidity to customize their customer data stack and provide personalized customer experiences. “Every company is investing and innovating […]

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

Webgility, an e-commerce automation platform provider, announced Tuesday the launch of Webgility Intelligence, an analytics app that provides retailers with insight into the orders, products, and channels producing the most revenue. The app is aimed at helping brands and retailers streamline workflows to save time and generate more profits. “The number one challenge (omnichannel business […]

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

Hi Wilson, tell us about yourself and your background. I’m Brazilian, as you know, and I hold a master’s degree in Computer Science. Throughout my career, I have developed a strong background in management and digital technologies. For many years now, I have been working specifically to implement digital products in digital transformation programs.    […]

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CXBuzz Interview With Sunnyma Ghosh, Senior Program Manager at Microsoft

Hi Sunnyma, tell us about yourself and your background. While I transitioned several career roles, I consider myself a Technology and  Strategic advisor in general. Professionally I support and help customers adopt complex,  transformational, and strategic engineering programs. I help customers assess the best blend of tools and technologies that help them progress in their […]

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CXBuzz Interview With Priyanshu Vatsha, Digital Transformation at Proven Consult

Hi Priyanshu, tell us about yourself and your background. I come from an IT Consulting background with a little over a decade of experience in providing solutions in the space of digital transformation. I also have managed cross-platform online consumer-facing products. I’m an advocate of improving CX by using a unified digital strategy that is […]

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

Amplience, a commerce experience platform, is launching its own image and video content management solution for SEO optimization, Dynamic Media, giving its customers the ability to tailor their sites to the new SEO criteria set by Google’s latest algorithm, Core Web Vitals. With the introduction of the Web Vitals initiative, Google has placed an emphasis […]

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Leveraging Data to Improve the Customer Experience

When you consider how customers interact with organizations these days, it quickly becomes apparent that much of that interaction is through digital channels. “CX” suggests a customer experience via laptops or mobile devices, and that digital experience is driven entirely by data. The question is, how do we make it the most relevant and seamless […]

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Adobe Tackles Patient Experience in Healthcare with New Solution

Computer software giant Adobe has announced a subsidiary of its Experience Platform: Experience Cloud for Healthcare. Aimed to deliver individualized customer experiences in a scalable manner, the offering will expand the Experience Cloud’s current capabilities for use in hospitals, insurance companies, and pharmacies. According to Adobe, the solution will be HIPAA-ready; its applications such as […]

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

Hi Amit, tell us about yourself and your background. My name is Amit Jain. Currently I am working with Accenture as a digital transformation lead for their financial services business. My role here is to analyse order to cash processes for our large clients, identify opportunities to automate and digitize sub parts of their value […]

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CXBuzz Interview With Carolina Agueda, CX Consultant Brazilian telecom company

Hi Carolina, tell us about yourself and your background  I am Brazilian, graduated in advertising and post-graduated in Project Management. I started my career at age 15 in a Brazilian software company, then I working in the Retail and Health segments. I currently work for a large telecom company in the CX department and I […]

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CXBuzz Interview With Sujith Jain, CX India Lead at IBM

Hi Sujith, tell us about yourself and your background. For more than two decades in the Digital space, I have worked with demanding clients in India and across the globe with different Industry segments.  I have been part of several award-winning customer experience innovation works in technology-enabled communications. I have a degree with telecommunication engineering and […]

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NCR and TruMark Partner To Improve Digital Transformation in Banking

NCR Corporation, an enterprise technology provider, announced last Tuesday that it has partnered with TruMark Financial Credit Union to provide an advanced digital banking experience to its retail and business members. The core focus of the partnership is to deliver advanced financial wellness tools for TruMark Financial’s clients using NCR’s platform. According to Richard F. […]

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

Hi Ahmet, tell us about yourself and your background.  I graduated from the computer engineering department at the university. I was always interested in computers and the digital world. I worked on digital transformation in a company at university and I decided to improve myself in this field. I am currently working as a digital transformation […]

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

New Charleston, South Carolina, joined Las Vegas and Folsom, California last Tuesday to become the third U.S. city hosting a digital CX delivery center for TELUS International, a Canadian company that designs, builds and delivers digital CX solutions. The new center will bring 600 new job opportunities to North Charleston by the end of 2021 […]

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5 Common Mistakes To Avoid When Creating CSAT and NPS Surveys

Using different feedback metrics is crucial in a CX toolbox. CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) are two of the most common ones and they complement each other well. CSAT can give you the ability to understand in which instance and situation the feedback is given, where NPS gives more of a […]

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

Hi, tell us about yourself and your current role. Sure! In all fairness, I don’t have much to tell about my career, as I just graduated in International Management at the Università degli Studi di Torino, in Italy. Before that, I spent one year as Junior Marketing Assistant at Nembol. Currently, I’m Head of Marketing. […]

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

Boingo, the telecommunications company, announced on August 16 that it will work with Amazon Web Services (AWS) to provide advanced network services at U.S. airports, stadiums, manufacturing, healthcare facilities, and other large enterprises. Boingo incorporates AWS edge and cloud services into its DAS, Wi-Fi and private network deployments. Not only this addition will enable venues […]

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Shopper Digital Transformation Experience Center Founded in Tokyo, Japan

Tokyo is now home to a new experiential retail technology center, the “Shopper DX Experience Lab,” jointly launched by two companies, Stratacache Asia-Pacific, a marketing technology solutions provider, and Hakuhodo Product’s, a production and sales company. The so-called “lab” was inaugurated in Toyosu, Tokyo, earlier in August. The center is a result of the two […]

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

Contentsquare, the renowned digital experience analytics platform, announced today its acquisition of Hotjar, an Australian platform that provides product experience insights. Together, the two companies hope to provide improved digital experiences to consumers, while continuing to operate independently for now. “People today expect great digital experiences whenever they are connected — whether they are interacting […]

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CXBuzz Interview with Mario Sepp, EXCO Ambassador

Hi Mario, tell us about yourself and your current role. I was born and raised in Innsbruck and I still have the privilege to live and work in an area where others come to enjoy their holidays. Tyrol has always been strongly influenced by tourism and the interaction with guests from all over the world […]

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

Hi Alexandra, tell us about yourself and your background. I have the pleasure of working as Head of Marketing and CX at a B2B SaaS company called Avinode Group, and we provide essential digital products and services to the business aviation industry. I started my career 16 years ago and became a digital producer at […]

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

Hi Patricia, Tell us about yourself and your background. Specialist in the journey of consumer experience and data strategy for over 20 years. Enthusiastic about innovation, emerging technologies and disruptive business models; He started his career in the industry, and moved on to strategic consulting firms GS&MD and PwC. Today, with his data strategy consultancy, […]

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

In the CXBuzz interview series with customer experience (CX) experts, we’ve been asking our guests to tell us which CX companies and solutions they’re keeping their eyes on at the moment. Most of them expressed interest in CX companies and solutions that rely on AI to offer personalized experiences and that focus on customer-centricity. During […]

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

Hi Jorge, tell us about yourself and your background. Hi CXBUZZ!  It is a pleasure to be interviewed. Thank you very much for having me. I’m a Spanish consumer behavior researcher by training and a movie lover by vocation. I’m based in Madrid. I started my career in trade marketing, moved to corporate branding and […]

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

Hi Jesse, tell us about yourself and your background. Well, in short, I’m 34 years old. Married, my son is one year old. I’m a postgraduate in Strategic Business Management. I’ve graduated in Lean Six Sigma methodology. I’m Live here in Brazil. About my background, I have 16 years of experience in customer service, working […]

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

The Israeli website development platform Wix announced earlier this month the launch of its new mobile app builder. The application, called “Branded App by Wix,” will allow businesses to easily build a native mobile app to provide their customers with a comprehensive digital experience. “Wix Branded App lowers the technical and financial barriers that come […]

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

Hi Adam, tell us about your background. I co-founded Summit CX, a technology and consulting partner focused on the voice of the customer and employee experience programs. I’ve spent the last 12 years building global customer experience, customer retention, and customer growth teams in both B2C and B2B. How did you first start working in […]

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

Hi Lucas, tell us about yourself and your background. My name is Lucas Nascimento, and I’m a CX specialist at Gympass. Before joining Gympass in June of 2021, I was previously a Senior Analyst at Teleperformance, where I supported one of the company’s biggest clients. And before that, I worked for about 4 years in […]

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CXBuzz Interview With David Claude, Director Expert at CGI

Hi David, tell us about yourself and your background. I’m quite the curious guy with an unquenchable thirst for knowledge and information. I must admit I like strategy more than production because I like to observe behaviors and understand personalities, analyze challenges and provide multiple pathways to solve them. I started my 25-year career path […]

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CXBuzz Interview With Bandar Almutairi, CX Design Director at MHRSD

Hi Bandar, tell us about yourself and your background. My academic background in computer science and graphic design, which shaped my skills in transforming ideas into tangible deliverables, whether with coding or sketching with a pencil. Then I worked on designing digital experiences in the health services and government which gave me a solid technical […]

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

Hi Naresh, tell us about yourself and your background. I am an Analytics and Consulting Director with over 12 years of experience in building analytics capabilities, leading process improvement and business process management initiatives as part of organization transformation. I have been in financial services for 5 years now and previously worked in health care, […]

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

Hi Hans-Jacob, tell us about yourself and your background. My name is Hans-Jacob, and I’m the CX Consultant at the Danish Commercial Industries Federation. It’s my job to be updated on trends and new opportunities within the field of CX and inspire our companies toward getting better at giving their customers a great ‘customer experience.’ […]

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

Hi Jeff, tell us about yourself and your current role. I’ve been working in the customer services business for over 25 years in a variety of roles in field service management, service sales, and advisory consulting in digital and customer experience transformations. I moved to Ireland from Boston, USA in 2018 and started my own […]

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Groupon Announces Partnership with Wellness Appointments App Booksy

Global e-commerce marketplace Groupon announced on Monday its partnership with Booksy, a wellness and beauty appointments app that aims to connect service providers with target customers. Through Groupon’s API platform, Groupon Connect, Booksy hopes to make finding and reserving appointments with local beauty services, such as salons and spas, more convenient for its customers. Booksy […]

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

Hi Ignacio, tell us about yourself and your background. I’m 21 years old, and I’m from Argentina. I am currently studying Economics at the University of Buenos Aires and working at Mercado Libre, the biggest eCommerce company in LATAM. How did you first start working in the CX space? I started working in the CX […]

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Toyota Kirloskar Motor Inaugurates Virtual Showroom with AR Features

Toyota’s joint venture with Indian conglomerate Kirloskar Group, Toyota Kirloskar Motor (TKM), announced Tuesday the opening of its first virtual showroom in an effort to digitize the car buying experience for its customers in India. “Owing to the pandemic and growing access to technologies, customers increasingly prefer digital and contactless experience,” said V. Wiseline Sigamani, […]

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CXBuzz Interview With Tony Johnson, Founder at Ignite Your Service

Hi Tony, tell us about yourself and your background. I am a lifelong operator starting in hospitality, retail, and restaurants.  I’ve led teams of over 500 at a single site and regional teams of thousands. Most recently, I was the customer experience officer at Aramark before leaving to start to Ignite Your Service Training and […]

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Innovative Streaming App droppTV Brings e-Commerce to Music Videos

Fashion and music are two industries that have long gone hand in hand. In a music video or a live performance, a well thought-out outfit can add another level of significance to the mood, tone, or emotion the artist wants to convey with their song. Nowadays, as some of the most influential musicians, such as […]

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

Hi Angeleen, tell us about yourself and your background. I have over 10 years of experience in customer service, contact centers, and customer experience spaces. I have been a CCXP for 6 years and volunteer for the CXPA Diversity and Inclusion committee. How did you first start working in the CX space? I have had […]

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CXBuzz Interview With Natalia Ropoz, Senior CX Analyst at IUDÚ

Hi Natalia, tell us about yourself and your background. I was born In Córdoba, Argentina on October the 21st in 1978. I studied Marketing at University. What I enjoy the most about my job is Market research. I have been living in Buenos Aires since 2007 and I have worked in some companies during these […]

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

Hi Enrique, tell us about yourself and your current role. Good afternoon Alon!. My name is Enrique Gomez Alonso, I am born and raised in Madrid, Spain, but I have lived/worked in more than 25 countries around the world!. Currently, I am Principal XP in Medallia for South EMEA How did you start working in […]

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

The data-driven, technology-enabled services company Inmar Intelligence released last week the results of a survey suggesting that most customers notice in-store advertisements and then they make a purchase decision based on the advertisements they see. According to the survey, 69% of customers who noticed an in-store advertisement would look for the product, and 61% of […]

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

Hi Enrique, tell us about yourself and your background. I´m currently the head of the CX department within the CX direction in CONTPAQi; I have over ten years in different roles, mostly commercial roles but have taken a keen interest in driving change through customer-centricity. How did you first start working in the CX space? […]

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CXBuzz Interview With Jesus Hoyos, Principal at CX2Advisory

Hi Jesús, tell us about yourself and your background. I am from Puerto Rico. Live in South Florida, and most of my time, I am between airports and Mexico. This was before the pandemic. Now I am 100% working remote in Latin America. I started in the CRM space when it was known as Telemarketing […]

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Affinitiv Launches New Digital Experience Platform Built on Predictive Intelligence

Affinitiv, a data-driven marketing provider for the automotive market, has launched its new Atlas Digital Experience (DX) Platform, which relies on predictive intelligence to improve customer loyalty for original equipment manufacturers (OEMs) and dealers. In line with Affinitiv’s mission of accelerating performance and inspiring loyalty, Atlas DX uses Affinitiv’s database and technology to provide clients […]

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CXBuzz Interview With Hugo Brunetta, CEO at 6 Sentidos

Hi Hugo, tell us about yourself and your background. After getting my Bachelor’s Degree in Business Administration 30 years ago, I started my journey in Relationship Marketing alongside the renowned American consultant Fred Newell. He showed me the path of successfully employing technology to marketing strategies thanks to a client we had in common at […]

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Aramex Partners with Salesforce to Digitize its Customer Experience

The logistics and transportation solutions provider Aramex announced in early August that it will partner with customer relationship management company Salesforce to digitize its customer services. The global demand for innovative logistics and transportation solutions has increased due to the pandemic and the digitally-savvy Millennial and Gen Z customers’ needs for shopping online. According to […]

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

Hi Eric, tell us about yourself and your background. Hello! I am a first-generation Chinese-American with a deep love for crafting better customer experiences. I fell in love with brands at a young age, reciting everything from cereal commercials to insurance tag-lines. In fact, I’m sure that watching those adverts is what helped me learn […]

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

Hi Mary, tell us about yourself and your background. My parents were constantly moving worldwide, so I was born abroad and spent my early years jumping from city to city, country to county. While this did come with its own unique set of challenges, it gave me a lot of cultural diversity and a very […]

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CXBuzz Interview With Johan Botha Director at BrandLove

Hi Johan, tell us about yourself and your background. Always an awkward one for me to answer, but let me give it my best shot. I like to describe myself as a polymath. I have an academic background in Anthropology, Sociology, Industrial Psychology, and Cellar Technology. I have worked as a lecturer in Business Studies, […]

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

What Is Digital Transformation? Digital transformation is the process of rethinking the use of a company’s technology, platforms and processes to create new business models and new forms of revenue. This approach was developed in recent decades with the advance of technology. Digital transformation is driven by changes in customer expectations, and at no time […]

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CXBuzz Interview With Jacob Lyhne Kjellerup

Hi Jacob, tell us about yourself and your background and how you got to the CX space. I am lucky enough to be the son of Niels Kjellerup, and He was the first to start up a call center in Denmark and from the mid-90s into 2010ish, he roamed the world as a premium expert […]

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ConsenSys Partners with LivePerson to Offer AI Support to Users

ConsenSys, a blockchain technology company, announced Wednesday its partnership with LivePerson, an AI-powered conversational cloud platform, to provide conversational AI support for its blockchain and crypto communities. The services will benefit users of crypto wallet MetaMask first. MetaMask provides users with a simple and secure way to connect to blockchain-based applications and make safe purchases […]

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CXBuzz Interview With Roberta Silva, Founder at Consultoria de Sucesso

Hi Roberta, tell us about yourself and your background. I live in Florianópolis, Santa Catarina, Brazil. Here it is affectionately called the “silicon island.” I have been working in the customer service area since my first job. I love talking about my most basic experiences, years ago when I worked at Mc Donalds, at the […]

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

Hi Christian, tell us about yourself and your background. My original trade was in design at the Queensland College of Art, and back when I was studying, I had a view that the future was going to be online. I then receive approval to reconfigure my degree to be web-focused as it just didn’t exist […]

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

The conversational AI and customer experience (CX) automation platform yello.ai announced Wednesday that it has raised $78.15 million in a Series C funding, bringing the total funding of the company to $102.15 million. The company said that the money will be used to expand its global businesses, hire more talent around the world, and invest […]

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

Last week, I worked at the Philz coffee shop in my neighborhood, where there was a line of patrons waiting 15 to 20 minutes to watch their coffee be freshly ground and brewed and to pay a premium price for it. And the line wound far outside the shop, which made me wonder what made […]

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

Hi Jamie, tell us about yourself and your background. My name is Jamie Thorpe, I am Head of Experience Management at Ipsos.  I lead the CX Centre of Excellence, we work with clients on everything from professional services to platform implementation and analytics.  I started in CX before it even identified as CX, this was […]

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CXBuzz Interview With Howard Schulman, Director Of Marketing at Lightico

Hi Howard, Tell us about yourself and your background. My background is in Law ( recovering attorney) and in commercial media production. 5 years ago I changed careers to marketing and sales working with an agency and with Lightico the last 3 years. How did you first start working in the CX space? Ranging from […]

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Cyber Digital Transformation Provider Optiv Announces New Cybersecurity Solution

Optiv, an end-to-end cybersecurity solutions provider that specializes in cyber digital transformation, announced Tuesday the launch of its latest offering, Managed Extended Detection and Response (MXDR). The solution detects emerging threats and addresses them in real time to increase clients’ protection against cyberattacks. “Optiv MXDR brings simplicity, transparency and automation to clients’ environments, enhancing existing […]

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Hot! Pizza Hut Partners with Digital Experience Analytics Platform Contentsquare

Fast food pizza chain Pizza Hut has joined forces with digital experience analytics platform developer Contentsquare to optimize its customer experience throughout the company’s various digital channels. Making use of Contentsquare’s customer behavior analytics, Pizza Hut’s Digital Ventures team said it has already determined several ways to innovate, individualize, and streamline customer journeys throughout the […]

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CXBuzz Interview With Imre Guaglianone, Director at Kiquix Innovation Studio

Hi Imre, tell us about yourself and your background. Hi. First of all, it’s a great pleasure to be interviewed. Thank you for having me here. My career as a CX/UX designer started back at university. I did a chemistry degree, and the software used in chemistry labs excited me in this sense – the […]

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CXBuzz Interview With Valerii Gribovskii, CX Project Manager at VTB

Hi Valerii, tell us about yourself and your background I was born in a small town named Bilibino, which is located in the Magadan region!). Try to google it! But I left my hometown to study in Tomsk, then I moved to Novosibirsk and then to Moscow. Currently, I am the Project manager at VTB […]

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

US giant Bed Bath & Beyond has announced the next move in its transformation plan—the renovation of its supply chain. Aiming to accelerate inventory replenishment, the company is partnering with Ryder System, a transportation logistics and supply chain solutions company, to create and manage two regional distribution centers, which are expected to improve customer experience […]

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

Hi Jon, tell us about yourself and your background. I was always into both science and art as a kid, so when I discovered Ergonomics back in the 1990s I finally felt I’d found the right thing for me – a bit of people, a bit of creativity, a bit of science, a bit of […]

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

Hi Ramanujan, tell us about yourself and your background. I am an Entrepreneur running an MSME start-up called Musicloudstudio & Technology. Also, I am a CX – Project Manager in Cisco. I was a musician and wanted to be a musician. But when I started to work as a freelance artist parallelly with my IT […]

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Three Customer Experience Strategies That May Annoy Your Customers

During the past year, the COVID-19 pandemic has greatly speeded up the trend of online shopping. Companies and brands are going digital to meet the demand of customers. This, however, isn’t enough. According to a McKinsey report, consumer behaviors vary by consumer segment. This means that consumers now expect a personalized and relevant CX experience […]

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CXBuzz Interview With Steve Ross, CEO at Integrated Experiences Consulting

Hi Steve, tell us about yourself and your background. I have been working in the Customer Experience field for the past 20 years, through the course of my career I have worked in many roles both customer-facing and behind the scenes from an entry-level position up to Vice President of Operations. In 2014 I started […]

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Three Digital Transformation Trends in the Post-Lockdown Retail Industry

The COVID-19 pandemic has changed the ways consumers shop and interact with businesses. Many local brick-and-mortar stores that were forced to shut down started exploring new business models to sell their products online. Big retailers started offering customers new ways to shop, such as the order online and curbside pickup model. These pandemic-related changes indicate […]

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Crosschq Taps Katherine Johnson as Head of Marketing

Human intelligence-based hiring platform Crosschq announced Wednesday the hire of Katherine Johnson as the company’s new Head of Marketing to support its expansion. Johnson will be in charge of the company’s marketing strategy and will lead the marketing team, focusing on achieving sales growth, market penetration, and cost-effective customer acquisition. “Crosschq is at the forefront […]

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

Hi Samuel, tell us about yourself and your background. I’m heading the collaboration department in one of the world’s leading brand franchise operators since 2014, the enterprise portfolio extends across MENA, Russia, Turkey, and Europe, with thousands of stores, cafes, restaurants, and leisure destinations, as well as a growing online and digital business. We are […]

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RIP CSAT – POV Article by Ben Phillips CCXP

Whilst many Customer Experience professionals, by virtue of their jobs, spend a lot of time looking into the future, we are going to take a step back in time to when businesses first decided single metrics were an important way to define CX. Around that time, someone in the research industry thought it would be […]

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Customer Experience Optimization: 2021 Guide

Customer Experience Optimization for Businesses in 2021 Customer experience (CX) encompasses the entirety of the journey a customer might go through when purchasing a product or a service, including interactions with the company’s employees, the shopping, purchasing, and user experiences, and their perception of the brand. Customer experience optimization is the process by which you […]

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

Hi Ben, tell us about yourself and your background. My name is Ben Segal and I’m the Senior Director of Customer Experience at Pair Eyewear.  Prior to joining Pair in April of 2021, I was previously Director of Customer Experience over at Freshly, where I started back in 2016 and helped to scale the team […]

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Prospecting and Customer Experience

Customer Experience is incorporated into many aspects of an organization and receives quite a bit of attention for data, analytics, supply chain, logistics, technology, marketing, and more. Without sales, there is no customer, and without customers, there is no organization. It could be argued that this is the most crucial area to incorporate in the […]

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Alithya Unveils Plan To Offer Digital Transformation Guidance to Colleges

Alithya, a Canadian consulting firm, has announced the launch of its new “Higher Education” practice, which aims to offer digital transformation guidance to higher education institutions. In many colleges, information regarding administrative processes is still relayed through printed material. However, with tech-savvy students now attending college, these resources are often difficult to obtain or overlooked […]

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CXBuzz’s Latest Guest Columns: July 2021

As the CX field continues to grow and flourish, its conventions and tactics are always evolving. This constant growth comes with a level of unpredictability as consumer trends quickly come into, and out of, relevance. Professionals in the customer experience sphere have provided their insight, and weighed in on the CX components they deem most […]

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Verizon Business and Mastercard To Introduce 5G Contactless Payments

Verizon Business and Mastercard are joining forces: The two giants have announced that they plan to advance and yield new digital transformation solutions for the global commerce and payments ecosystem as part of a collaboration. One way they expect to do this is through the introduction of 5G contactless payments. Offering quicker transaction times, stronger […]

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Amperity Raises Another $100 Million to Expand Customer Data Platform

Amperity, a customer data platform (CDP) built for businesses to better understand their customers, announced on July 13 that it had raised $100 million in a Series D round of financing, totaling the funds raised to date of $187 Million. Amperity plans to use the money to strengthen its research and development, grow sales and […]

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

Hi Anthony, tell us about yourself and your background. I have worked in the technology industry in various capacities for 20 years. However, my background is languages and I began my career as a translator of French and German. Today, I head up global Sales Operations at StarTech.com, a leading technology manufacturer with a global […]

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Salesforce Closes Its Massive Acquisition of Slack

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

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

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

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Beneva Partners with Qualtrics to Tackle Personalization in Customer Experience

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

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

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

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Volkswagen Appoints Markus Kleimann as Its New Chief CX Officer

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

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

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

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CXBuzz Interview With Bruno Scott, CEO at Kula

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

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As e-Commerce Booms, Businesses Must Invest in SEO

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

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

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

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

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

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

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

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Your Brand’s Customer Experience Strategy

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

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

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

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

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

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CXBuzz Interview With Steve Susi, Partner at KANE Creative Group

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

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5 Keys To Customer Loyalty

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

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

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

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

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

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

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

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

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

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

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

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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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