Video: CX Talks
Frank Eliason is the former Global Director, Client Experience at Citi. In this presentation at the Customer Experience Exchange for Financial Services: US, he talked about the culture of customer experience, and how it is changing. “Customers want simplicity, but what we tend to offer is complexity,” Frank said. So how do you counteract this?... View now
Gerhard Fourie is the General Manager Global Brand Strategy at Nissan. In an interview at the Customer Experience Exchange Europe he spoke about:How to create a consistent CX aligned with the brand promiseThe importance of building a distinctive internal cultureThe challenges Nissan faced when differentiated the brand against its competitorsHow... View now
Katja Sizova is the Head of Digital at Vodafone Netherlands. In an interview at the Digital Marketing Exchange.How to engage with customers on a human level in a digital worldThe role of digital marketing in shaping a CX strategyHow the landscape is changing further in the next 5 yearsAdvice for digital professionals to create loyalty and... View now
Bob Simmonds is the Senior Vice President, Worldwide Travel Operations at Disney. In his presentation at the Executive Customer Contact Exchange US he spoke about the guest service at Disney; how they surprise and delight guests at every touch-point through mind-set, magic bands, and more. Watch his full presentation below.
Paul Sands is the Director of Customer Experience at Bang & Olufsen and a CX Network Advisory Board member. In a presentation at the Customer Experience Exchange for Retail he spoke about creating the right kind of emotion. One way you can do this is through small gestures that don’t necessarily draw attention but your customer will notices... View now
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... View now
Andrew Jones is the Managing Director, Group Customer Experience at BT. In an interview at the Customer Experience Exchange Europe he spoke about:How they create a seamless customer experience across the entire BT GroupThe biggest challenge to getting that alignmentThe importance of broadening the skill sets of employees so they can provide a... View now
Steve Adamson is the DVP Member Services Organisation at Sears. In his presentation at the Executive Customer Contact Exchange US he talks about changing customer expectations, and Sears’ journey to transforming their customer service to keep up with the changing landscape, including the rise of self-service and automation.
Andreas Schlegel is the Director Global Network Development at Volvo. In this interview from the Customer Experience Exchange for Retail he talked about:How to ensure customers buy in to the Volvo retail strategyThe value of connecting with customers in showroomsBuilding loyalty with consumersAdvice to gain a competitive edge using customer... View now
Tony Costa is a Senior Analyst at Forrest. At the Executive Customer Contact Exchange US he presented an insightful session on data-driven design and the rise of individualised experiences. He says that in today’s society being ‘good’ is no longer good enough, because organisations don’t stand out and you blend with everyone else. You’re not a... View now