Author: Sandra Radlovacki

Digital wallets: The loyalty card of the future?

The days of rummaging through wallets for crumpled coupons and plastic loyalty cards are fading fast.For many consumers, digital wallets have become more than just a way to pay — they’re a gateway to rewards, convenience, and instant brand connections....

Customer experience crisis in banking

Banks are struggling to stand out in a fiercely competitive market where tight margins leave little room for error. Despite significant investment in AI-driven apps and digital tools, many of these innovations have failed to resonate with customers, often making...

Yettel adopts winning approach to transforming sales training and development

Yettel, a Serbian telecoms provider, faced an operational dilemma. To keep pace with market demand, it had to expand and upskill its frontline staff, but the company’s current learning and development platform was unable to support these needs.With over 700...

Care UK tackles turnover with empathy and innovation

After Care UK observed that employee turnover peaked during the first six months of service, particularly within the initial three months, it recognised the need for change.As a care home operator of essential services such as dementia and nursing care...

Finding humanity in the age of intelligent machines

As artificial intelligence increasingly becomes inseparable from customer interactions, one question looms larger than others: How do businesses preserve the humanity in their service? For Gaurav Passi, founder and CEO of Zingly.ai, the answer isn’t about pitting AI against humans...

Behind Bupa’s bold move to transform employee wellbeing

In 2022, Bupa, a British private healthcare insurance company, set a strategic priority to extend healthcare support to 100% of its employees. The ambitious goal came from the top, driven by the chief executive committee and a personal commitment from...

Firestarter 24: Exploring innovative strategies for customer experience excellence

Organised by CEXAS, the Firestarter 24 conference successfully gathered a select group of CEOs for an exclusive, invite-only event centered around enhancing customer experience (CX) strategies in Belgrade, Serbia. In a focused two-hour session, attendees gained insights from top industry...

Kaizen Ticketing triumphs with gold win at the UK Customer Experience Awards 2024

Kaizen Ticketing has secured a gold win in the Best Use of Technology category at the UK Customer Experience Awards 2024 in London.Founded by former semi-professional footballer and ticketing expert David Lynam, Kaizen Ticketing has revolutionised the ticketing process for...

Ethos Farm’s Sally Alington wins CX Leader of the Year at the UK Customer Experience Awards 2024

Sally Alington, founder and CEO of Ethos Farm, has been crowned the CX Leader of the Year at the UK Customer Experience Awards 2024. Starting her career as a customer service host at Heathrow Airport, Sally’s belief in the power...

ParkHub drives customer success through speed, adaptability, and team collaboration

At ParkHub, customer satisfaction has always been a top priority, driven by a deep understanding of the demands their customers face. At the US firm, which provides software and hardware systems for the parking industry, quick resolutions to customer problems...