CX

NICE is combining the latest generative AI technology and customer experience data from its CXone contact centre platform to help companies improve agent empowerment, CX, and operational excellence.

John Lilly, Head of FSI Digital Experience at Adobe discusses how financial service providers must focus on personalisation not only as a marketing activity but as a positive change in the business operating model to serve customers.

Nate Brown, Senior Director of CX at Arise, suggests linking positive life change with your customers to prove earned loyalty and share of wallet.   

How GPT-powered solutions can help improve customer service experiences, supercharge contact centre agents, and automate XM research. Discover top use cases for GPT tech in experience management and what to consider before deploying it. 

In an editorially-driven initiative, the team is studying how CXOs in the Middle East are lifting customer experience by optimising customer service strategies.

Home to some of the world’s earliest adopters of new technologies, understanding the evolving needs and preferences of consumers living at the digital edge in Singapore will be critical as the country works to reposition itself for a post-pandemic world.

Research consistently tells us that earning customer loyalty is about understanding, designing and then persistently delivering an end-to-end experience that meets both the rational and emotional needs of customers, reiterates Andrew Clayton, Group Head of CX, Close Brothers. 

How customer mapping journeys and gaining actionable insights can reduce customer churn risks and drive revenue growth in uncertain times.

Martechvibe spoke to Stas Tushinskiy, the CEO at Instreamatic, an AI-powered audio ad platform, about why social listening is not enough, and how to make the most of CSAT-influencing tools.

Nancy Dafiewhare, Head of Digital Marketing at Phoenix Group, discusses the changing expectations of customers in the pension and saving sectors, and how decisioning engines can help brands engage with customers based on their behaviours and needs.