Interviews

Groupon and Trustpilot tell CX Network how to entice customers to leave reviews and why AI is both a blessing and a curse for VoC

In a bid to inspire its passengers to spread their wings, Swiss International Airlines has a new generative AI bot. Edward Pauls tells CX Network how it works

Ahead of All Access: Voice of the Customer 2025, Belron’s Jamie Carter tells CX Network how the company turns VoC insights into strategic vision

CX Network speaks to author and entrepreneur Jamie Dobson to find out how cloud infrastructure is changing CX and what CX leaders need to know

As more organizations realize the links between CX and operations Mazen Khalaf explains how better processes create better customer outcomes

Deloitte’s Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity

Jim Tincher explains why CEOs are fixated on operations and finance, why NRR is the metric to focus on and what it all means for the future of CX

From the tech to the team buy-in, Ekaterina Mamonova explains how to approach neuro-responsive interfaces, cognitive CX platforms and SaaS

Zurich Insurance Group’s CCO Conny Kalcher, explains how she is driving 33 new CX standards and introducing net revenue retention to measure their impact

Following his session at All Access: Future of CX, brand marketer Ash Tailor explains how to how to stay true to a brand, and three mistakes to avoid

CX Network finds out about five areas of opportunity for operational improvements in the patient experience – and three steps healthcare providers can take

Why retail leaders and the wider CX community can benefit from a shift in mindset to prepare for the uncertainties they face in 2025