What leadership lessons does a record-breaking cyclist have to share? Listen to this week’s podcast to find out

The SVP Group Director, Contact Centre Escalation and Specialised Teams at Citizens Bank talks about the importance of listening and focusing on every customer conversation, to drive success. EPISOD...

Nissan’s GM Customer Quality and Training is back in the hot seat today, to answer three burning customer experience questions.

Industry survey launched to gauge organisations’ customer-centricity and how they adapt in an omni-channel landscape. We all know that customer experience can be a key differentiation in an overcrowd...

Interview with Prudential’s Chief Customer, Marketing and Digital Officer on the importance of shifting from product-centricity to customer-centricity.

The VP Customer Experience Transformation of Liberty Global says that Amazon’s CX is a driving force of businesses having to embrace experience. Rhona Bradshaw is the VP Customer Experience Transforma...

The premise of this whitepaper is bold, it connects customer engagement with hard economic benefit.

Interview with UBS Wealth Management’s APAC CDO about the importance of internal culture and the power of an emotional connection with customers.

“I believe there’s an equation we need to solve: the speed of interaction plus the quality of the interaction plus the quality of the answer will bring customer satisfaction,” explains Nissan’s Guilla...

A comprehensive 38 page guide that covers in detail the five core competencies of CX program management and the financial benefits gained as your program matures. Great customer experience is not only...

Interview with the Regional Head Customer Journey Experience at DBS Bank on their transformative journey to focusing on the customer experience. EPISODE OVERVIEW: Raju Nair is the Managing Director...

Interview with the VP Customer Experience Transformation of Liberty Global about changing customer expectations and the role of AI in today's CX landscape. Rhona Bradshaw is the VP Customer Experienc...

Most businesses are aware of the importance of managing the customer experience (CX). However, while 80 per cent of CEOs believe their company offers exceptional CX, just eight per cent of their custo...

How to taking the hospitality experience to healthcare to deliver a great service so customers want to share a recommendation after they’ve left. EPISODE OVERVIEW: Jim White is the former Vice Presi...

In this interview, Alex Genov reveals the most overrated industry buzzword, the best experience he has received and the biggest learning on his journey so far.Alex Genov is the Head of Customer Resear...

Podcasts are more popular than ever before, but what are the best series to get stuck into for CX and leadership inspiration?Podcasts are a convenient way of consuming information on-the-go. Whether y...

Podcast interview with the VP and MD of the International Markets on the Harley Davidson experience beyond the machine. EPISODE OVERVIEW: Marc McAllister is the Vice President and Managing Director...

To truly thrive, banks need to provide value beyond handling money, delivering a transformational customer experience. Joe Pine and James Gilmore pioneered customer experience with The Experience Ec...

Industry survey on data security launched to uncover understanding and awareness across CX. With numerous stakeholders responsible for ensuring data security within an organisation, how far have those...

Podcast interview with the Senior Director of Operational Excellence on the importance of balancing a focus on CX with the focus on the bottom line. EPISODE OVERVIEW: Sally Toister is the Senior Dir...

“We’ve been obsessed with our customers’ happiness from day 1,” says the online retailer’s Head of Customer Research. Alex Genov is the Head of Customer Research at US online shoe and clothes retaile...

Podcast interview with Citi’s Director of Customer Listening and Engagement on capturing customer’s behaviours to solve a problem before it becomes one. EPISODE OVERVIEW: Michelle Brigman is a Dire...