Videos & Podcasts

Join this session to learn about and discuss:- Available IoT tech (e.g., geofencing, micro-location, BLE, GPS, WiFi, etc.)- How IoT tech can impact CX:Getting noticed in a digitally crowded environmentIncreasing real-time customer engagement using...Read More

Brand engagement doesn't happen from a single stimulus or simple engagement tactic. In order to create intimate brand satisfaction, every element a customer experiences needs to generate a positive, lasting experience. But...Read More

Most loyalty programs are focused on customer retention.  But, as part of loyalty, advocacy deserve more than lip service.  YA showcases the strong connection between loyalty and advocacy, best practices and program examples that should...Read More

With more than 47,000 employees, ANZ provides banking and financial services to approximately 8 million customers across 33 global markets from its Australian headquarters.  With an aggressive goal of being the best connected, most respected...Read More

Most every organization understands how important it is to be customer centric. But actually embedding the customer experience into the fabric of an organization, ensuring that is a priority and driving force, is another story.Learn how to set the...Read More

Paul Conder, Principal and Customer Experience lead at Lenati LLC - will discuss how to create a holistic customer experience in all aspects of your business; connecting creative, customer insights, analytics, measurement and testing with sales...Read More

Is the realization of omnichannel customers keeping you up at night? Jim Kaniaris, VP of Customer Experience at fashion retail icon Express, knows how you’re feeling. During this deep-dive conversation led by Lonnie Mayne...Read More

The automotive industry has been focused on customer satisfaction for over 30 years. Automakers measure it meticulously, often relying on third parties who rank each brand on a scale of customer satisfaction. Yet, despite all the measurement,...Read More

Since travel business loyalty programs launched in 1980 and hotel programs soon after in 1982, the engagement and loyalty game has changed. Red Lion Hotels Corporation (RLHC) has decided to put the customer experience first by moving away...Read More

Four years ago, Orbitz began to dramatically increase focus on the customer by launching a centralized Consumer Insights function. Since it was established, the Consumer Insights function has integrated the voice of the customer into many areas of...Read More