de Ruiter


Zarina joined CX Network at the start of its journey in 2015 to shape and build the multi-media digital content strategy. Working with respected industry experts and influencers, she commissions and produces all premium-level content, ranging from CX TALK videos and in-depth research reports to market surveys and podcasts. If you're a customer experience, service, insight, digital or marketing leader and you would like to contribute to CX Network, or you have any editorial enquiries, please get in touch on:

340 results
of 33
Interview with QVC’s Head of Strategic Insight and Reporting about customer-centricity and how insight, data & analytics is helping them achieve this. Patrick Osborne is the Head of Strategic Insight and Reporting at QVC. He has been working with customer data, insight & analytics since 1993, and has developed his career following the...Full Article »
Ben Fairbank is the Head of Customer Experience at Grab, a ride-hailing app based in Asia. An internationally recognised leader in Customer Experience, Cultural Change Management and Operations, Ben has taken multiple companies to number 1 in their respective markets. He is constantly challenging the way businesses look at their people, who look...Full Article »
Long-term customer loyalty is the holy grail for many companies, but it’s often easier said than done. And in no industry is this, arguably, more challenging than within telecoms. With a highly competitive market, mergers and acquisitions impacting upon brand identity, customer service not always being best-in-class, and customers switching...Full Article »
Customer experience leaders from Orange, Telefonica and Tesco Mobile shared their CX and digital journeys as well as the key takeaways learned along the way at the annual CEM in Telecoms Global Summit in London, UK. Tesco Mobile’s Recipe for Growing the Base Estelle Levacher, Customer Experience & Proposition Manager at Tesco Mobile, spoke...Full Article »
Interview with the Director, Global Guest Experience & Innovation at Dorchester Collection about customer-centricity and the importance of customer insight, data & analytics within the strategy. Ana Brant is the Director, Global Guest Experience & Innovation at Dorchester Collection – a luxury brand of "iconic hotels in iconic places...Full Article »
In this interview, the CDO of the Partners Federal Credit Union at The Walt Disney Company, discusses customer insight challenges, journey mapping, innovative initiatives, and key learning throughout his career in customer insight, data & analytics. Juan F. Gorricho is currently the Vice President, Chief Data & Analytics Officer for The...Full Article »
Michael Gazala is a VP & Research Director at Forrester. At the Customer Experience for Financial Services: North America he presented a session on data-driven design and individualised experiences. He said the age of the customers is defined by an explosion of data, and he outlined how this data can be used to drive better experiences, better...Full Article »
With the year drawing to a close, we sat down with a panel of experts from the likes of Facebook, Forrester, Bang & Olufsen, O2, and many more to look at the biggest topics that will be making waves within customer experience in 2017 – and beyond. Customer Experience Predictions for 2017 looks at how more established subjects such as omni-...Full Article »
What are the biggest trends, challenges and investments that will impact customer experience, service, insight, digital and marketing in 2017? Virtual reality? Biometrics? Omni-channel? Self-service? AI? Emotional Engagement? Retargeting? One of our biggest and most popular reports this year was The Global State of Customer Experience 2016. The...Full Article »
Interview with Richard Tate, Head of Digital at telecoms company EE, on the ins and outs of customer insight, data & analytics and how it impacts upon CX. Richard Tate, Head of Digital at EE, has worked in the world of data and analytics for longer than he can remember and he has never looked back. Starting life as journalist, he quickly...Full Article »
340 results
of 33