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Zarina joined CX Network at the start of its journey in 2015 to shape and build the multi-media digital content strategy. Working with respected industry experts and influencers, she commissions and produces all premium-level content, ranging from CX TALK videos and in-depth research reports to market surveys and podcasts. If you're a customer experience, service, insight, digital or marketing leader and you would like to contribute to CX Network, or you have any editorial enquiries, please get in touch on:

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It’s been a month since a United passenger was forcefully removed from a flight resulting in a PR disaster, what can companies do to prevent a similar CX headache? Whether you work in the travel and hospitality industry or not, you can’t have missed the United Airlines customer experience (CX) story making headlines last month. They required...Full Article »
CX Network interviewed Drew Crisp, Digital Leader, Communications Sector, IBM iX, about the rising focus of digital transformation within organisations – and how it’s affecting customer experience strategies in particular. In this interview Drew discusses:How leaders today can make their CX a competitive a differentiator through a digital...Full Article »
The Millennial 20/20 Summit delved into the demanding and digitally-savvy generation of consumers, and how today's strategies of brands such as Revlon, PepsiCo and Aldo Group help them connect to Generation Y. The consumer market is rapidly changing, from a more passive involvement of the customer to a far more demanding world, driven by a...Full Article »
The biggest customer experience trends as discussed by industry leaders from the likes of Gartner and Adidas at the first European edition of Qualtrics Converge. This week saw tech company Qualtrics’ first annual summit hitting Europe. Hundreds of their customers and prospective customers within customer experience and academia attended the...Full Article »
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...Full Article »
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...Full Article »
Long-term customer loyalty is the holy grail for many companies, but it’s often easier said than done. And in no industry is this, arguably, more challenging than within telecoms. With a highly competitive market, mergers and acquisitions impacting upon brand identity, customer service not always being best-in-class, and customers switching...Full Article »
Customer experience leaders from Orange, Telefonica and Tesco Mobile shared their CX and digital journeys as well as the key takeaways learned along the way at the annual CEM in Telecoms Global Summit in London, UK. Tesco Mobile’s Recipe for Growing the Base Estelle Levacher, Customer Experience & Proposition Manager at Tesco Mobile, spoke...Full Article »
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...Full Article »
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...Full Article »
344 results
of 35