Trending Topics
Rakesh Gupta, Head of Customer Service Operations at Panasonic: “Be customer-obsessed”
In this CX Today interview, we speak to Rakesh Gupta, Head of Customer Service Operations and CX at Panasonic India
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Customer Experience
Discover the latest trends and strategies in customer experience, from AI-driven personalization to seamless omnichannel engagement for businesses.
How to lose customers and alienate people
90% of what it takes to keep customers is not doing the obvious things that will upset them, writes Prashant Mahajan in this opinion piece.
Alexis Fogel, CEO and Co-Founder of Stonly: “Always think that the best for the customer is the best for the company as well”
We interview Alexis Fogel, Co-Founder of the password manager Dashlane and now the CEO and Co-Founder of Stonly, to find out how he's using AI in his new product - and what he expects to come next.
Francine Johnson, Head of Business Operations and Customer Success at OneMeta: “As a leader focused on customer-centricity, staying ahead means embracing AI and its capabilities”
With a distinguished career spanning over 18 years, Francine Johnson is now Head of Business Operations and Customer Success at OneMeta. We speak to her as part of our CX Today series.
Clémence Devarrewaere, Finance & HR Manager at Technis: “The distinction between Customer Service Managers and Account Managers will blur significantly”
Clémence Devarrewaere, Finance & HR Manager at Technis, tells us about the art of optimising processes, from sales to customer service.
Barbara Schulz, VP of International Customer Experience at GoTo: “The customer services space must avoid implementing AI for AI’s sake”
Barbara Schulz, VP of International Customer Experience at GoTo, explains why humans and AI must work together to make customers happy
Lauren Heaton, VP of Marketing at Edge: “Businesses need to be cautious when implementing AI-driven products”
We speak to Lauren Heaton, VP of Marketing at Edge, who explains not just how she sees the impact of AI on the world of marketing but how her company is using AI right now.
Do you enjoy waiting on the phone for 40 minutes?
At CES, we interviewed the CEO and Co-Founder of Talkr.ai, a French company whose automated AI voice capabilities bring long waiting times to an end
Barry D’Arcy, VP of Partners at Storyblok: “There’s a lot of innovative technology that is being built ‘behind the scenes’ that has a profound impact on customer experiences”
In our latest CX Today interview, we speak to Barry D'Arcy, VP of Partners at Storyblok and member of the MACH Alliance Growth Council
Peter John Alexander, Chief Business Officer at MeetKai: “AI is generating a transformative shift that will reshape the future of customer service”
We speak to Peter John Alexander, Chief Business Officer at MeetKai, who's on a mission to transform both his company and the world of customer service.
Prashant Mahajan, CEO at Zeda.io: “While many leading companies have prioritised AI, they’ve done so out of a fear of being left behind”
We talk AI and customer experience with Prashant Mahajan, CEO of Zeda.io and a veteran product-manager-turned-entrepreneur, as part of our CX Today series.
Sébastien Faure, Head of Customer Service at Devialet: “Brands will have to prove they are legitimate when contacting customers”
We interviewed Sébastien Faure, Head of Customer Service at Devialet, a professional with more than 20 years of experience in CX.
Stephanie Kent, Customer Services Director at Spotler: “Listen to the customer, understand their objectives and deliver the right solution to meet their needs”
We interviewed Stephanie Kent, Customer Services Director at Spotler, who knows a lot about what it means to put the customer first. Here are her insights.
Alex Tallman, Director, Retail Experience & Education at Fleet Feet: “As a CX leader, it’s critical to remain connected to the realities of the retail environment”
For the second interview of our CX Today series, we speak to Alex Tallman, Director of Retail Experience and Education at Fleet Feet.
Interview with Saul Leal, CEO of OneMeta, at CES 2024
Saul Leal - CEO of OneMeta - believes his solutions can help the world be more understanding. We found out why at CES 2024.
Eduardo Rodés Pons, VP of Customer Services at Bdeo: “A successful customer experience starts with a good return on investment”
We interview Eduardo Rodés Pons, VP of Customer Services at Bdeo and a teacher at IE University Madrid. He's a seasoned professional with more than ten years experience in B2B Enterprise SaaS.
Omotenashi in digital customer engagement: openness and sincerity through first-party data
At first glance, the link between data marketing and the Japanese hospitality principles of omotenashi aren't obvious. Bensen Koh explains why it shows how digital customer engagement should be done.
What is data mining?
Data mining boils down to seeking patterns in a dataset. We explore how it's used in practice, and how businesses can take advantage.
How Disney, Netflix and Amazon use CX to make customers happy
Big companies such as Disney use data and real-time analytics to make their customers happy (it's not just about people in Mickey Mouse costumes). Vicky Woollaston explains the secrets of their CX success.
What is customer experience (CX)?
Customer experience (CX for short) could be the difference between your business succeeding and it failing - we explain what it is and why.