Data & Analytics
Contributor: Ana Brant
Posted: 10/31/2016
 Dorchester Collection Personalised Experience
Ana Brant, Global Director of Guest Experience and Innovation at the Dorchester Collection of luxury hotels discusses the challenges of catering to individual customers, and how they have made this their competitive differentiator. You check into your $1,000-a-night luxury suite. Your bathroom is lovely, stocked with shampoo, body wash, lotions, s Full Article »
Contributor: Tania Silva-Jones
Posted: 09/02/2016
Standard Life Customer Insight and Analytics Best Practices
Stephen Ingledew is the Managing Director, Customers and Marketing at Standard Life. In an interview at the Customer Experience Exchange for Financial Services, he spoke about:How to create great multi-channel experiences Key ways to engage with customers in a relevant wayEmpowering the customer insight and analytics teamsBest practices when workin Full Video »
Contributor: Zarina de Ruiter
Posted: 10/04/2015
CX Leaders
Podcast interview with James Frost, CMO of Worldpay UK, about the importance of data as part of a CX strategy and the trends that will define the industry in 2016. James Frost is the CMO of Worldpay UK, where he is responsible for the development and management of all marketing across the UK and Ireland – from sole traders to the largest Full Podcast »
Posted: 11/07/2016
NPS Data Customer Experience Success
Net Promoter Score (NPS) has become the most widely accepted measure of customer loyalty and retention. It is also the only customer experience metric proven to be a leading indicator of a company’s growth potential and financial health. For companies using NPS as part of their customer experience management (CEM) programme, one of the most common Full Whitepaper »