Interviews

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

Jonathan Armstrong explains how new cybersecurity rules will change data collection in CX, and why data security is a competitive advantage

James Towner, chief growth officer for ArvatoConnect, explains which fintechs must humanize the digital and digitalize the human

CX Network talks to author Brett Townsend about elevating insights and meeting the demands of a Veruca Salt culture

Service levels are in decline, customer expectations are rising and AI is everywhere. Chip Bell explains what it all means for the state – and future of CX

Sprinklr’s chief customer officer explains how to overcome the challenges channel growth and data overload