Category: Interview

Struggling with AI? Add the human touch, says SupportNinja

The rapid advancement of AI has ushered in an era of possibilities for businesses, particularly in the domain of customer experience. While the potential for AI to streamline processes, personalise interactions and enhance efficiency is undeniable, the critical question remains:...

CX at large: travels of a globetrotting consultant

Welcome to the first post in CXM’s new regular series. A CX-inspired travelogue that keeps tabs on customer experience practitioners as they deliver their services to businesses around the world. First up is Ian Golding, a long-time friend of CXM...

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...

Ageas UK CEO Ant Middle on CX,  AI and his plans for 2025

In October Ageas UK’ CEO, Ant Middle picked up the Lifetime Achievement Award at the UK Customer Experience Awards. It was the fourth award that night for the insurance firm that has invested heavily in technology to streamline customer journeys,...

Caroline King Ageas UK’s chief customer officer, on AI, employees and giving customers a voice in the boardroom

Ageas UK has made understanding insurance and simplifying insurance its mission. The clarity of purpose has helped focus on customer experience and driving business results. CXM caught up with Caroline King, chief customer officer, to find out what is next...

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...

Bruce Temkin wants to change how you think

Bruce Temkin has done as much as anyone to define customer experience thinking. Having left Qualtrics at the start of the year, the industry veteran is embarking on a whole new adventure. And it might be his biggest challenge yet....

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...

People powered business success

COVID was a hard reset on life and business. First it stopped everything, and then it changed everything.Nearly five years later, the scale of change brought by the pandemic has started to recede.But for SF Recruitment and its CEO Saira...

Bruce Temkin: The agent of change

Bruce Temkin left his position as the global head of Qualtrics XM Institute in February of this year. While he puts the finishing touches to his fresh initiative, Humanity@Scale, CXM caught up with one of the founding fathers of the...