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Interviews

71 results
of 8
Contributor: Zarina de Ruiter
Joshua March
What are the trends and predictions for customer feedback and care in 2018?Joshua March is the founder and CEO of social customer service solution Conversocial. He previously founded social application company iPlatform and is a renowned expert in social media and customer service. In this interview for CX Network, he discusses what’s next for... Read more
Tags: interview | feedback | nps
Contributor: Zarina de Ruiter
Martijn Brouwer
The GM Astronaut Experience and Hospitality for Virgin Galactic answers some controversial questions, such as what he believes is the most overused buzzword in CX. Following on from our in-depth interview with Martijn Brouwer, GM Astronaut Experience and Hospitality for Virgin Galactic – in which he discussed the unique challenge of working for... Read more
Contributor: Zarina de Ruiter
Enda Ridge
Enda Ridge is the Head of Data Science and Algorithms at one of the largest supermarkets in the UK and the author of Guerrilla Analytics – a practical approach to working with data. He is an accomplished data scientist who sets up and grows data science teams to help businesses leverage data to stay competitive. Ridge’s experience spans 15 years... Read more
Contributor: Zarina de Ruiter
Jo Boswell
Interview about the journey to personalisation at scale at British Airways, and the fundamental role of data and analytics that helped them along the way. Jo Boswell is the former Head of Customer Value Management for British Airways. She led analytics teams for the last 15 years and has championed better use of data and insight to drive the... Read more
Contributor: Zarina de Ruiter
Martijn Brouwer
The GM Astronaut Experience and Hospitality for the world’s first commercial space line reveals how how he aims to deliver a great CX not just in space but on the ground as well Martijn Brouwer is the GM Astronaut Experience and Hospitality for Virgin Galactic. After graduating, Brouwer decided to explore the world by travelling abroad and he has... Read more
Contributor: Zarina de Ruiter
Aisling McCarthy
Bord Gáis Energy’s Head of Customer Experience says how their values of ‘simplicity, integrity and understanding’ help them deliver a better CX. Aisling McCarthy is Head of Customer Experience and Operational Improvement at Bord Gáis Energy, a dual fuel Irish utility company owned by Centrica. She has held senior leadership roles in customer... Read more
Contributor: John O'Hanlon
Marcus Thurand
Having outsourced its day to day network management, Telefónica Deutschland is taking steps to outstrip its rivals through proactive customer service Since it entered the German market in 2005 with the acquisition of the O2, Telefónica has become one of the three leading integrated telecommunications providers in Germany. In the mobile segment... Read more
Contributor: Zarina de Ruiter
Housman
Artificial intelligence is allowing customer interactions to become swifter and more efficient, but how do you ensure you don’t lose the human input and personal touch of the experience? Michael Housman is Chief Science Officer and co-founder of live chat platform RapportBoost.AI. Prior to founding the company he spent nearly a decade... Read more
Contributor: Zarina de Ruiter
Three Ireland’s pursuit of the ultimate customer experience
Interview with Head of Transformation, Justin Conry, about CX, omni-channel, building a customer-first culture and how create a frictionless experience in the digital space. Justin Conry is currently Head of Transformation (CRM) for Three Ireland. He has 20 years of industry experience in senior roles leading change, CX, strategy and planning,... Read more
Contributor: Ernan Roman
Four questions with the Marketing Director from Holiday Inn
Marketing expert and blogger Ernan Roman interviews Raul Ortiz about marketing innovations and customer experience. Raul Ortiz is the Marketing Director for the Holiday Inn and Crowne Plaza brands in the Americas. He has oversight for the teams that develop the annual marketing plans for the brands, executes integrated marketing programmes behind... Read more
71 results
of 8