Category: Interview

Leading with empathy: An interview with Ross Wainwright, CEO of Alida

In May this year, Alida, a creator of the world’s first CXM & Insights Platform, has been awarded the Great Place to Work® certification. This was a wonderful invitation for our team to meet up with Alida’s CEO Ross Wainwright...

Removing language barriers with AI-powered technology: An interview with Vasco Pedro

Did you know that English is spoken only by a quarter of the world’s population? This leaves an untapped market that businesses should consider more seriously. However, without a digitally advanced, and scalable language translation strategy, businesses can find themselves...

The End of Third-Party Cookies: How Can Brands Prepare?

The giant Google announced the phase-out of third-party cookies starting with 2022. What does it mean for advertisers, and how can we plan ahead to meet the big change? The CXM team spoke with Andy McNab, VP at Fanplayr, about the...

Net Promoter Score Guide: An interview with Fred Reichheld

Ian Golding told us this interview was like “meeting someone who walked on the moon”. It’s true: Fred Reichheld’s insights into enriching the lives of customers are out of this world! Don’t miss watching this exclusive conversation with the inventor...

Winner Focus: Ascenti

Ascenti is the leading UK provider of physiotherapy and selected clinical outsourcing. More than 20 years of experience has created incredible core values and made Ascenti a progressive company. They’ve won two GOLD awards at this year’s UK Digital Experience...

Applying emotional intelligence in CX: An interview with Sandra Thompson

Applying empathy became a practice to understand and connect with customers. While it is beneficial to put in the effort to satisfy your customers’ needs, what is more, important is to have them coming back. Exceeding customer expectations is one...

How Fast is The Speed of Change: An Interview with Eliot Heilpern

CXM had the opportunity to talk with Eliot Heilpern, Director and Co-founder of The Payments Business, a member driven forum with the purpose of sharing the latest information about regulatory changes and innovations in the UK payments business. Eliot is...

Meaning, Relevance, And The Consumer-Brand Connection: An Interview With Martina Olbertova

Meaning is what a brand signifies or implies to the consumer. It is central to brand promise, and it contributes to expectations against which customer experience is measured. Dr. Martina Olbertova, CEO of Meaning.Global Dr. Martina Olbertova puts it succinctly: “Meaning bridges...

CX-centric DNA: An Interview with Renata Liuzzi

Renata Liuzzi is a Customer Experience strategist with over 15 years of experience in the field and has worked in major UAE companies as Director of CX. She has also judged a number of times at the various Awards hosted...

Human Touch at the Core of CX: An Interview with Faran Niaz

Faran Niaz is an accomplished Customer Experience, Digital Transformation & Change Management Expert with over 25 years of extensive global experience in establishing and running CX Digital and Social media channels, Complaint Resolution units and end-to-end Quality setups. He is...

Building CX Knowledge in Arabic: An Interview with Olga Budieri

Olga Budieri is Global Head of Customer Experience at Dubai-based international express, mail delivery and logistics services company Aramex. As a globally certified professional with more than 10 years in the logistics and transportation industry, Olga has recently started her...

GCXA 20 Two-gold Winner: Ejadah Asset Management Group

At this year’s Gulf Customer Experience Awards we celebrated best initiatives in the world of CX, honouring teams’ greatest achievements and encouraging businesses to strive for excellence. We had an opportunity to sit down with Ejadah Asset Management, a company winning...

The CX Professional of the Year: Maya Khalifeh, INDEVCO Group

Winning an award is a celebration of success, a cherry on top of your company’s achievements grounded on diligence, hard work and continuous improvement. To be able to gain recognition for our accomplishment and be awarded among the best of...

Jeremy King Knows Data – This we can Attest!

Gathering feedback from your target consumers was once a time-consuming or impossible chore, that often gave brands an inaccurate (or blank) picture of the people they want to attract to their products and services. Thankfully, times have changed with the dawning...

Business Stream’s Jo Mayes: Tapping Into What Customers Want

It’s been a busy-but-successful few years for utilities firm Business Stream, thanks to a renewed focus on customers and how they interact with the organisation. Skippering Business Stream – known as ‘the Water Experts’ – as it charts a course through...

The Golden Age of Customer Experience: An Interview with Giovanni Toschi

Giovanni Toschi is the Founder of AI firms Jatana and BotSupply. The Copenhagen-based entrepreneur took time out to talk to CXM about how we are firmly in the middle of the Golden Age of Customer Experience, and where the industry...

Claire Sporton: ‘AI Should Augment our Amazing Human Brains’

The robots are coming…but not as fast as some might think. That is the prediction of Claire Sporton, the recently appointed Senior Vice President of CX Innovation at ‘Voice of the Customer’ experts Confirmit. The London-based long-time CX professional has spent many...

Glass Act: How Autoglass has put Customer Experience at the Heart of the Business

With over 1,000,000 customers, Autoglass repair or replace any type of glass on any make, model, or age of vehicle. A part of the Belron Group serving nine million customers a year in 31 countries, they are committed to customer...