Interviews with Industry Leaders

Maura Hunter takes us through her key elements for success in a customer experience strategy, and how to integrate customer experience into the DNA of your organization. She tells us the importance of getting employees onboard with your customer experience strategy, and how to connect with the customer on their own terms. 

In this exclusive interview Dan discusses which aspects of a loyalty scheme attributes most to a great consumer experience, how the financial sector is dealing with an increasingly digital world and which are the most important elements when designing a great omnichannel strategy. Dan also shares the three most important aspects of a customer experience strategy that financial services need to focus on specifically and looking into the crystal ball to where Financial Services will be in 5 years time.

Michael Marx, VP Market Intelligence at Visa, talks about how 'Generation z' will and won't change the customer experience paradigms that we are used to today.

Craig McLaughlin, CEO of Extractable, talks about the importance of developing a skilled customer experience workforce across all departments.

Carolyn Pullen, SVP Customer Solution Center at OneMain Financial