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Terminator AI
 'Come with me if you want to live.'When it comes to customer experience, artificial intelligence (AI) is no longer the stuff of dated science fiction. It is a matter of life and death for today’s businesses. Adapt to survive or be left in the dust by industry disrupters and innovators of today.So, how are five companies using AI to...
Tags: ai | domino's | automation
Cheryl China, Citizens Bank
The SVP Group Director, Contact Centre Escalation and Specialised Teams at Citizens Bank talks about the importance of listening and focusing on every customer conversation, to drive success. EPISODE OVERVIEW: Cheryl China is the SVP Group Director, Contact Centre Escalation and Specialised Teams at Citizens Bank. She returns to the CX Network...
Angela Hunter, Prudential
Interview with Prudential’s Chief Customer, Marketing and Digital Officer on the importance of shifting from product-centricity to customer-centricity.   EPISODE OVERVIEW: Angela Hunter is the Chief Customer, Marketing and Digital Officer for Prudential Assurance Company Singapore. In this interview with host Seth Adler for CX Network’s...
Ketan Samani, UBS
Interview with UBS Wealth Management’s APAC CDO about the importance of internal culture and the power of an emotional connection with customers.  EPISODE OVERVIEW: Ketan Samani is the Managing Director, Chief Digital Officer at UBS Wealth Management (APAC), where he delivers innovation, develops digital capabilities, and modernises digital...
Raju Nair
Interview with the Regional Head Customer Journey Experience at DBS Bank on their transformative journey to focusing on the customer experience. EPISODE OVERVIEW: Raju Nair is the Managing Director – Regional Head Customer Journey Experience at DBS Bank in Singapore. In this podcast interview with Seth Adler, he shares that when the new CEO...
Prediction
Most businesses are aware of the importance of managing the customer experience (CX). However, while 80 per cent of CEOs believe their company offers exceptional CX, just eight per cent of their customers agree.Organisations need to differentiate on CX because nine out of 10 customers are willing to pay significantly more for a better experience....
Jim White
How to taking the hospitality experience to healthcare to deliver a great service so customers want to share a recommendation after they’ve left. EPISODE OVERVIEW: Jim White is the former Vice President of Customer Experience at Symphony Post Acute Network. In this week’s podcast interview with host Seth Adler, White describes how running a post...
Podcast
Podcasts are more popular than ever before, but what are the best series to get stuck into for CX and leadership inspiration?Podcasts are a convenient way of consuming information on-the-go. Whether you’re stuck in traffic on your way to and from work, ploughing through endless exercises in the gym, or spending hours every day on public transport...
Marc McAllister
Podcast interview with the VP and MD of the International Markets on the Harley Davidson experience beyond the machine. EPISODE OVERVIEW: Marc McAllister is the Vice President and Managing Director of the International Markets for Harley Davidson. In this week’s CX Network podcast with host Seth Adler, he shares that he’s responsible for a good...
Banking
To truly thrive, banks need to provide value beyond handling money, delivering a transformational customer experience. Joe Pine and James Gilmore pioneered customer experience with The Experience Economy. In this book, they share four stages to economy value: commodities, products, services and experiences.Banks are on the verge of the highest...
427 article results
of 43