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Interviews

67 results
of 7
Contributor: Zarina de Ruiter
Posted: 12/06/2017
Martijn Brouwer
The GM Astronaut Experience and Hospitality for the world’s first commercial space line reveals how how he aims to deliver a great CX not just in space but on the ground as well Martijn Brouwer is the GM Astronaut Experience and Hospitality for Virgin Galactic. After graduating, Brouwer decided to explore the world by travelling abroad and he has... Read more
Contributor: Zarina de Ruiter
Posted: 10/10/2017
Aisling McCarthy
Bord Gáis Energy’s Head of Customer Experience says how their values of ‘simplicity, integrity and understanding’ help them deliver a better CX. Aisling McCarthy is Head of Customer Experience and Operational Improvement at Bord Gáis Energy, a dual fuel Irish utility company owned by Centrica. She has held senior leadership roles in customer... Read more
Contributor: John O'Hanlon
Posted: 10/03/2017
Marcus Thurand
Having outsourced its day to day network management, Telefónica Deutschland is taking steps to outstrip its rivals through proactive customer service Since it entered the German market in 2005 with the acquisition of the O2, Telefónica has become one of the three leading integrated telecommunications providers in Germany. In the mobile segment... Read more
Contributor: Zarina de Ruiter
Posted: 09/13/2017
Housman
Artificial intelligence is allowing customer interactions to become swifter and more efficient, but how do you ensure you don’t lose the human input and personal touch of the experience? Michael Housman is Chief Science Officer and co-founder of live chat platform RapportBoost.AI. Prior to founding the company he spent nearly a decade... Read more
Contributor: Zarina de Ruiter
Posted: 09/04/2017
Three Ireland’s pursuit of the ultimate customer experience
Interview with Head of Transformation, Justin Conry, about CX, omni-channel, building a customer-first culture and how create a frictionless experience in the digital space. Justin Conry is currently Head of Transformation (CRM) for Three Ireland. He has 20 years of industry experience in senior roles leading change, CX, strategy and planning,... Read more
Contributor: Ernan Roman
Posted: 08/23/2017
Four questions with the Marketing Director from Holiday Inn
Marketing expert and blogger Ernan Roman interviews Raul Ortiz about marketing innovations and customer experience. Raul Ortiz is the Marketing Director for the Holiday Inn and Crowne Plaza brands in the Americas. He has oversight for the teams that develop the annual marketing plans for the brands, executes integrated marketing programmes behind... Read more
Contributor: Zarina de Ruiter
Posted: 03/08/2017
QVC Strategy Customer
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... Read more
Contributor: Zarina de Ruiter
Posted: 02/27/2017
Tech Disruptor Customer Experience Competitive Differentiator
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... Read more
Contributor: Zarina de Ruiter
Posted: 01/16/2017
 Customer Insight Strategy Dorchester Collection
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... Read more
Contributor: Zarina de Ruiter
Posted: 01/04/2017
Customer Insight Strategy Walt Disney Partners Federal Credit Union
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... Read more
Contributor: Zarina de Ruiter
Posted: 12/05/2016
EE Customer Insight Experience
Interview with Richard Tate, Head of Digital at telecoms company EE, on the ins and outs of customer insight, data & analytics and how it impacts upon CX. Richard Tate, Head of Digital at EE, has worked in the world of data and analytics for longer than he can remember and he has never looked back. Starting life as journalist, he quickly... Read more
67 results
of 7