Interviews

77 results
of 8
Contributor: Zarina de Ruiter
Nissan
Nissan’s GM Customer Quality and Training is back in the hot seat today, to answer three burning customer experience questions.Guillaume Langle is the General Manager – Customer Quality and Training at Nissan Europe, where he is responsible for sales and after-sales retail processes for 2100 European dealers across 22 countries. He is tasked with... Read more
Contributor: Zarina de Ruiter
Rhona Bradshaw
The VP Customer Experience Transformation of Liberty Global says that Amazon’s CX is a driving force of businesses having to embrace experience. Rhona Bradshaw is the VP Customer Experience Transformation for the consumer organisation at Liberty Global and is responsible for designing and enabling the future customer experience. Prior to her... Read more
Contributor: Zarina de Ruiter
Nissan
“I believe there’s an equation we need to solve: the speed of interaction plus the quality of the interaction plus the quality of the answer will bring customer satisfaction,” explains Nissan’s Guillaume Langle. “I think speed will be linked to simplicity,” said Guillaume Langle, General Manager – Customer Quality and Training at Nissan Europe,... Read more
Contributor: Zarina de Ruiter
Rhona Bradshaw
Interview with the VP Customer Experience Transformation of Liberty Global about changing customer expectations and the role of AI in today's CX landscape. Rhona Bradshaw is the VP Customer Experience Transformation for the consumer organisation at Liberty Global and is responsible for designing and enabling the future customer experience... Read more
Contributor: Zarina de Ruiter
Alex Genov Zappos
In this interview, Alex Genov reveals the most overrated industry buzzword, the best experience he has received and the biggest learning on his journey so far.Alex Genov is the Head of Customer Research at US online shoe and clothes retailer Zappos, which is known for its exceptional customer experience.   Genov is an experienced customer... Read more
Contributor: Zarina de Ruiter
Alex Genov Zappos
“We’ve been obsessed with our customers’ happiness from day 1,” says the online retailer’s Head of Customer Research. Alex Genov is the Head of Customer Research at US online shoe and clothes retailer Zappos, which is known for its exceptional customer experience. Genov is an experienced customer research professional who applies his... Read more
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
77 results
of 8