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Interviews

58 results
of 5
Contributor: Zarina de Ruiter
Posted: 01/04/2017
Customer Insight Strategy Walt Disney Partners Federal Credit Union
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... Read more
Contributor: Zarina de Ruiter
Posted: 12/05/2016
EE Customer Insight Experience
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... Read more
Contributor: Zarina de Ruiter
Posted: 08/30/2016
Staples Successful Customer Service Strategy Customer Service Director
In this interview, Dawn Cox, the Customer Service Director of Staples and CX Network Advisory Board member, talks about training, employee engagement and what makes a successful customer service strategy for today’s contact centre. This interview is an excerpt from CX Network’s report How to Deliver an Exceptional Customer Service With Your... Read more
Contributor: Zarina de Ruiter
Posted: 07/13/2016
Customer Change Programme at the Heart of E.ON’s Customer Experience Strategy
In this interview, the Head of Global Customer Experience at E.ON talks about the customer experience challenges the energy sector faces and the big move they’ve made to ensure that CX is at the heart of the company’s strategy. Olivier Mourrieras is a leader in transforming and improving customer experience and operations in large multinationals,... Read more
Contributor: Zarina de Ruiter
Posted: 07/04/2016
customer service, wipo, customer-centricity
In this interview, the Head of Customer Service Centre at WIPO details how they’re focusing on constantly improving the customer service they’re providing. Silverio Damiani is the Head of Customer Service Centre at the World Intellectual Property Organisation (WIPO), where he has overseen the customer service area since 2009. At WIPO he also... Read more
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Contributor: Zarina de Ruiter
Posted: 06/13/2016
customer centricity
Deutsche Post DHL Group was crowned Most Customer-Centric Company at CX Excellence World. Their VP of Continuous Improvement Programme First Choice tells CX Network how they achieved this. Dr. Iris Kaib is Vice President for Deutsche Post DHL’s Continuous Improvement Programme First Choice. The aim of this programme is to support DPDHL Group to... Read more
Contributor: Richard DeSilva
Posted: 05/23/2016
customer
AXA Belgium provides life, property and casualty insurance products to both private individuals and corporate customers, including industrial accident, auto, fire, home, and TPL private life insurance. SEE ALSO: Insurance and Customer Experience: Is Trust the Biggest Issue? Damien Bourgeois, head of CRM and Customer Intelligence, will be... Read more
Contributor: Maya Fowell
Posted: 04/27/2016
analytics
An interview with Geoffrey Zbinden, Vice President Big Data Analytics & Customer Base Management at Orange. He discusses how Orange has transformed its business strategy into a data-driven, money-making enterprise, the internal and external obstacles the company had to overcome and just how the right type of customer insight can save millions... Read more
Contributor: Zarina de Ruiter
Posted: 03/13/2016
Strategy
The Health Club Group’s Director of Customer Experience discusses integrating a VOC platform at the organisation, the importance of keeping things simple, and the Golden Rule of customer experience. Tim Foster is the Director Customer Experience at Virgin Active, where his responsibilities include customer journey mapping, providing a clear Voice... Read more
Contributor: Maya Fowell
Posted: 01/31/2016
Maya Fowell
Exclusive interviews with Phil Pavitt, CIO, Specsavers and Christopher David, CTO, Schneider Electric about how they’ve ridden the wave of digital disruption to come out fighting with a winning customer experience for 2016! Living in the age of consumerism and digitalisation everything is about technological advancements,... Read more
Contributor: Zarina de Ruiter
Posted: 01/07/2016
zarina
Interview with the Director Customer Experience, Launch Management and Investment Roadmap at EE about their customer experience strategy and key recommendations for fellow CX leaders. Max von Trotha is the Director Customer Experience, Launch Management and Investment Roadmap at telecoms company EE. He is in charge of customer experience for new... Read more
58 results
of 5