Interviews
CX Network regularly interviews a range of global customer experience leaders and professionals. For priceless advice on how to execute a successful CX strategy in a constantly changing and evolving landscape, let our network guide you towards your goals. View our latest customer experience interviews below.
Crafting customer experience success in Asia
August 03 by K V DipuKV Dipu, CX head of Bajaj Allianz General Insurance Company, shares some of the lessons he has learned during a 24-year career within the customer experience field
How Amazon closed the loop with millions of customers
July 15 by Sean CramerThe former head of voice of the customer at Amazon recalls a project that empowered the tech giant to close the feedback loop with millions of customers.
"Omnichannel is about quality not quantity"
July 02 by Adam JeffsBT’s principal innovation partner explains why customer experience professionals should create omnichannel models focused on the quality of channels rather than the quantity.
How to meet changing demands of modern customers
April 29 by Adam JeffsJohn Lewis, senior manager of consumer insights at US Cellular, who offers advice on the key challenges currently facing CX operatives and how they can maximize personalization and success with CX initiatives.
How Better Collective boosted customer engagement rates
April 06 by CX NetworkMarketing technology lead at iGaming affiliate, Better Collective shares his experiences of a challenging acquisition which resulted in a boost in customer engagement rates by 30 per cent advises on how to successfully foster a customer-centric culture through data.
The secret behind Australian Red Cross’s agility
February 14 by Belinda DimovskiAustralian Red Cross' director of engagement and support reflects on the customer engagement strategy that reduces customer churn, increased lifetime value and saved an impressive Aus$4m (USD$2.8m) on marketing spend.
How Microsoft translates insights into pure business need
February 13 by Michelle HueninkMicrosoft’s director of customer service and business program manager detail the road to better customer care for the brand’s customer service and support team
How Chatbots are reshaping customer expectations
January 21 by CX NetworkHarald Behnke, director of CX strategy, EMEA at Oracle explores how conversational user interfaces will reshape the experiences brands need to deliver for customers.
How telecoms firms should select their CX tech partners
January 20 by Ben WattsCX Network speaks with Gautam Borah, vice-president of customer operations at Vodafone Idea Ltd. , India, who offers his advice to decision-makers within the telecoms space on how to select customer experience (CX) technology vendors and why businesses should trust their own decision-making tactics
Shep Hyken’s words of wisdom for customer experience in 2020
January 14 by Shep HykenFrom B2B smart speakers to hyper personalization, customer service expert, Shep Hyken outlines his top CX predictions and advice for 2020
Activating the voice of the customer to accelerate experiences
December 31 by Chanice HenryCX leaders at Volvo Car UK and Volvo Car Sweden, give us an inside look into how Volvo is actioning the voice of the customer to enhance CX
How VoC data has won NPS boosts for Zurich Insurance
December 03 by Chanice HenryHow Zurich Insurance is using customer insights to accelerate and personalize experiences.