signupnewsletter2.png

Interviews

61 results
of 5
Contributor: Zarina de Ruiter
Posted: 03/08/2017
QVC Strategy Customer
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... Read more
Contributor: Zarina de Ruiter
Posted: 02/27/2017
Tech Disruptor Customer Experience Competitive Differentiator
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... Read more
Contributor: Zarina de Ruiter
Posted: 01/16/2017
 Customer Insight Strategy Dorchester Collection
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... Read more
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
Tags:
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
61 results
of 5