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Silva-Jones

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The retail landscape has already changed dramatically in 2017. Retailers analysing their holiday sales have begun to highlight some of the key areas generating buzz in the customer marketplace, and are putting plans in place to invest in the cutting edge customer technology to capitalise. Chat bots, AI, personalisation and other technology...Full Article »
Mariana Machado is the Customer Behaviour Director at Accor Hotels. In an interview at the Customer Experience Exchange Europe she spoke about:The role of data in the wider customer experienceLinking CX initiatives with their business outcomesEnsuring experience consistency across the entire group of hotelsTheir devotion to changing the CX they...Full Article »
Lee Wilson works on strategy analytics, marketing and customer decisioning at Royal Bank of Scotland (RBS). In an interview at the Customer Insight and Analytics Exchange she spoke about:Understanding and adapting to the changing face of customer needs and behavioursThe importance of data and analytics in the banking industryTools that have helped...Full Article »
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...Full Article »
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...Full Article »
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...Full Article »
Seth Ellison is President at retailer Levi’s. In an insightful interview at the Customer Experience Exchange Europe he discussed:Taking consumer power and consumer value to attach it to the brand heritageThe meaning of customer experience for them is merging those two togetherKeeping up to date with the most current strategies and capabilities...Full Article »
Marko Hein is the former Senior Director Digital Solutions at Lego Group. In this interview from the Customer Experience Exchange Europe, he talks about:How you build customer connections and engagement in a digital worldThe biggest challenges the face in moving towards digitalKeeping up with LEGO’s brand promise in the digital spaceNot making a...Full Article »
Anouk Vastert is the Global Director Transformation, Marketing & Digital at Philips Consumer Care. In this interview from the Digital Marketing Exchange she discusses:Building loyalty within the any time, anywhere, any place principleHow to engage with customers on a human level in a digital worldThe challenge of undergoing a company-wide...Full Article »
Kjell-Morten Johnsen is Executive Vice President, Head of Telenor Europe at Telenor ASA & Member of the Board of Director of Vimpelcom Ltd. In an interview at the Customer Experience Exchange for Telecoms he talked about: Why a seamless end-to-end customer journey is a business priorityWhich department owns this journey within the...Full Article »
19 results
of 2