Category: Interview

e& Reinvents CX to Build Loyalty With Its Telco-to-Techco Transformation

At Dubai Mall, telco e&, a recent GCXA Award Winner, is reshaping retail with both its flagship store, designed around open spaces, vibrant displays and immersive screens, and its second AI-powered autonomous store, EASE. CXM talked to CCXO Chris Lipman...

Ali Din of Premier NX Talks the Digital Transformation Journey

Every business remains under pressure to initiate or complete a digital transformation, or to achieve success after previously failed attempts. The ballpark figure of 7/10 transformations failing means somewhere, someone in the business isn’t paying attention. That transformation journey remains one...

USCXA Winner CVS Health Talks Neuroscience and the Power of Awards

It is both a pleasure and a delight to talk to our USCXA winners and the stories behind their achievements. As one of America’s largest health providers, CVS Health delivered an immense customer experience transformation leading to the Gold Award...

Qualtrics X4 London Highlights the Power of Synthetic Data

Under sunny skies at a restored part of London’s Tobacco Docks, 1,500 Qualtrics clients, customers, CXM and prospects recently lapped up the insights from experience management experts. Check out the short video to get a feel of the event that...

It’s Time to Make Online Shopping Fun Again

The thrill of discovering an unexpected gem during a casual shopping trip has all but vanished. Online shopping arrived with promises of endless choice and effortless convenience, but somewhere along the way, a vital spark quietly faded.Nicole Kivel, managing director,...

EagleAI’s Cédric Chéreau Talks Helping Tesco Personalise and Boost Transactions

UK supermarket Tesco has 22 million Clubcard customers and 18 million Tesco app users, but how to create individual offers based on the massive amount of data? CXM recently sat down with Eagle Eye’s EagleAI division head, Cédric Chéreau to...

HSBC UAE Brings Customers into the Decision-Making Process with Online Community

HSBC has spent the last two years getting closer to its customers. Starting in January 2023, the global bank embarked on a massive culture change programme called CARE. The scheme sought to instil customer-centric behaviour in its 45,000 employees, across...

Interview: St Austell’s Brewery talks AI improving brand and reputation

As part of Reputation’s recent Transform 25 event, customers were on-hand to talk about the changing customer landscape and how platforms like Reputation can improve business outcomes. Representing the charming St. Austell Brewery, Amy Walters, head of pub marketing and...

HSBC puts CX strategy at the heart of global operations

Intensified competition, skyrocketing client expectations and mounting cost pressures has pushed retail banks to reassess customer experience (CX).HSBC is no different. Since 2022, the bank has been building a customer first culture, overhauling how it measures CX and re-examining its...

Why Gen Z is rethinking workplace communication

By the time Isobel McWilliams enters a meeting room, she’s already attuned to the signals no one says out loud. Some colleagues will dive into conversation. Others prefer a Slack DM. And then there’s the new Gen Z hire, efficient...