Category: Interview

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...

How Landmark Information Group rebuilt trust, redefined CX, and won gold along the way

When Landmark Information Group, a land and property data supplier, launched its much-anticipated product upgrade six years ago, the expectation was to elevate a trusted legacy into a more modern, tech-forward future. What followed, however, was something no one anticipated—a...

The future of payments is invisible, instant, and everywhere

There’s a moment Alexander Berrai recalls that sums up how far we’ve come in the world of payments. “Just a few years ago, you had to dig out your wallet, slot the card into the machine, type your PIN, and take...