Interviews

Triya Govender, Head Of Marketing & Client Experience at Floatpays, talks about the central role of data in creating a more effective, human-centred client experience that drives retention and advocacy. 

What is the key to crafting winning customer experiences for a diverse set of customers? Danny Crayton, Chief Marketing Officer at Lippo Malls, Indonesia, shares insights on delighting customers and the future of the physical store. 

When you fix an issue brought up by a customer’s feedback, do you also measure the business metrics associated with this workflow? It’s important.

What is the key to redesigning customer experiences in a changing world? Author and CX expert Olga Guseva shares insights on how to speak multiple languages for cross-functional teams and using the science of facilitation to consider diverse perspectives. 

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.   

With digitally-driven business priorities, how should BFSI companies measure their digital transformation success?

Patricia Corsi, Bayer Consumer Health’s Chief Marketing and IT Officer, reveals how the brand is using; data to increase access to healthcare services, technology to free up time for resources to focus on high value work, and test sustainable actions to address humanity’s most pressing challenges

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. 

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.