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Customer Experience Live

CX Live Dialogues

Job interview

Strengthen your CX strategy by leveraging the brainpower of your industry peers via the CX Live Dialogues.

Tune in to our expert Interviews to get answers to questions that are keeping you awake at night.

29.4%

of business leaders have difficulty using multiple channels to deliver consistent CX. Do you?

CX Live Dialogues with Giulia Ajello,

Global Head of Client Strategy and Innovation, M&G

Move from a product relationship to an end to end strategic relationship

Giulia Ajello, Global Head of Client Strategy and Innovation at M&G is responsible for translating clients insights and market trends into clients propositions, identifying the best positioning for a successful delivery and co-creating with clients to ensure we truly understand and deliver against their needs and expectations.

  • What are some of the ways you collect data, get the insights and then translate this into enhanced experiences to deliver on your brand promise? 

  • With the ever changing needs, expectations and behaviour of clients, how often do you need to revisit and review your strategies?

  • As we know, empathy and human centricity are languages brands cannot afford to ignore, I know that empathy and humanity is at the heart of the initiatives you are driving. Can you share more around this and what you have learned from this? 

  • In terms of innovation and technology, what excites you most of the near future? How do you see these changes impacting the future of CX? 

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Live with Max Byloff, 

Head of Sales EMEA, Oracle

​2022 is seeing a lot of momentum in terms of changes, as well as evolution in the CX space, primarily in the Middle East.

Max Byloff is leading Oracle’s Marketing Cloud Business for Eastern Central Europe, Middle East and Africa. Since he joined Oracle in 2017, he has held crucial regional roles like Application Country leader for Central Europe and as board member of Oracle Austria. Before joining Oracle and after attaining two university degrees in Business and Social Science, Max co-founded the startup DigitalWerk, which today is one of the leading digital marketing agencies in the German speaking world. Max teaches Customer Experience Management at Vienna University of Economics and is a frequent speaker on CX transformation.

 

What are the main challenges you are seeing in the CX industry this year so far?

What would you say is the top technology enabler which is driving the transformation we are seeing in customer engagement and management?

You offer a connected suite of applications that goes beyond traditional CRM to help you create, manage, serve, and nurture lasting customer relationships, can you tell us more about this?

Can you share with us some examples of companies you have empowered to deliver exceptional CX and what impact they observed on their overall business?

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Live with Michela Cocco,

Global CX & Innovation Manager, Nespresso

Fostering a customer-centric culture is one of your passions and is absolutely vital to successful CX leaders. What are some of the initiatives you suggest to organisations?

You have done great work at Nespresso in terms of humanising the digital customer experience and you have successfully transformed a transactional digital experience into a human digital experience, can you tell us a bit more about this journey? What are some of the enablers and latest technologies Nespresso leveraged on to deliver a superior digital experience to their customers?

Fostering a customer-centric culture is one of your passions and is absolutely vital to successful CX leaders, what are some of the initiatives you suggest to organisations?

Last but not least, what do you think is the future trend/s to hit the CX industry in 2022? 

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Live with Scott Rolph, Global Head of Data Quality and Inventory Transformation, BT

Data and insights are vital today for CX professionals and teams to understand their customers better to personalize their services and ensure that the organisation and the brand delivers and retain happy customers. Scott Rolph now works within the new Digital unit to leverage data and inventory as well as bringing automation, insight and clarity to BT's data.


You have just recently started in the new position as Global Head of Data Quality and Inventory Transformation, can you give us a brief background of yourself and your role at BT and how the role has changed?

What is the biggest observation or two you have seen from the data you are working with in terms of customer behaviour and expectations? 

How are you working with the Customer Experience and Service teams and even the board, to influence and ensure that the insights are used to improve and enhance the customer experience?

Capturing data from various touchpoints has improved a lot in the past few years but there are still some challenges, what are your main challenges you face in your role and how do you see this being resolved in the near future? 

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Live with Sam Hanna,

Chief Revenue Officer, RAYA CX

Keeping up with the rapidly evolving customer expectations has never been more important than it is in today’s digital age. Some of the challenges faced by various industries is keeping up to date with all the latest technology but also having the correct CRM systems and other operations in place whether it is internal or outsourcing these.

To get a clearer picture on such services we are joined today by Sam Hanna, Chief Revenue Officer at RAYA CX, a world-class business process outsourcing (BPO) and contact center outsourcing (CCO) service provider which offers customer experience management, seat rental solutions, back-office, and digital services to global clients in Europe, the Middle East, and Africa in 15 different languages.  


First of all, what are the main challenges you are seeing in the Customer Experience and Customer Service industry this year so far?

A discussion we talk about often is outsourcing vs in-house operations, what are your thoughts on this when you look at the pros and cons as well as the financial implications?

What would you say is the top technology enabler which is driving the transformation we are seeing when it comes to contact centers and customer management?

Raya CX has many clients in born- digital industries, like Fintech, insurance, healthtech, and more, what is the most sought-after digital CX feature, it being a fast-growing sector?

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