Topic: customer experience visionaries


XM Visionaries: How Mastercard built a global CX team

As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral part of the company’s customer experience. From breaking down silos, making the business case for CX and (sometimes) even […]

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How retail brands are getting the customer experience right

Danielle Lumetta, Retail Consulting Manager at Accenture, has advised some of the world’s biggest retail brands. In our latest CX Visionaries profile, we spoke to her about brands excelling with the customer experience, and how they’re doing it. Want more CX Retail Knowledge and Insight? Watch Danielle’s Webinar Now. WATCH NOW “There is no rule […]

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Joe Pine: ‘How to personalize customer experiences’

Goods and services are being increasingly commoditized. So how can companies stand out from the competition? The answer is through positive interactions and memorable, personalized experiences. Take a look at these tips from the godfather of the experience economy, Joe Pine… Watch the full webinar from Joe Pine on How to customize customers’ experiences Watch […]

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Matt Dixon: CX myths and escaping conventional wisdom

When Matt Dixon completed his PhD in political economy, he knew one thing for sure: the world of academia wasn’t for him. Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. During 18 years at renowned research firm CEB, Matt honed his […]

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Why Allianz Global Corporate & Specialty looks to employees for CX inspiration

Allianz Global Corporate & Specialty (AGCS) is one of the world’s largest B2B insurance providers, operating in more than 200 countries and territories. Felicity Holdgate is the company’s Global Director of Customer Experience, and is leading the company’s efforts to be a leader in the B2B CX space. In this profile, she explains the importance […]

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How Post Office puts CX in the hands of its employees

There are more than 11,500 Post Office branches around the UK, making it the country’s largest retail network. However, unlike other big brands that would take a cookie-cutter approach to running over 10,000 branches, the Post Office is different. Each of its branches is unique, each having its own quirks. Some are based in town […]

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