NGCX Asia 2022 Blog
Customer advocacy: More than loyalty and a game changer for brands
Content is the new currency for engagement, and brands that design and deliver a customised experience can successfully convert loyal customers into advocates in a connected digital world where people tend to switch brands. As the COVID-19 pandemic transforms businesses and consumer behaviour with the greater adoption of digital, these changes are paving the way for data-led omnichannel experiences. Brands that master the art of advocacy will win the consumers of the future. “Brand advocacy results in genuine brand trust and promotion of products and services by buyers,” said Ajit Sivadasan, Lenovo’s global head, online, at the virtual NGCX Summit Asia
Using AI and psychology to prevent burnout w/ Danielle Owen Whitford
In this episode of Digital Transformation & Leadership Danny Levy talks to Danielle Owen Whitford, Founder and CEO of Pioneera. Their world-first approach uses AI and psychology to prevent burnout, by reducing stress and promoting wellness. They get into Dan's story and how Pioneera was born, why technology and preventative steps are so important, both now and in the future, how to use tech to empower (not big brother), why you should care about this (improved productivity, keeping key people, innovation etc.) and why you should demand better support from your workplace.
Top 10 experience trends in 2021
Jason S Bradshaw is the author of It’s All About CEX! The Essential Guide to Customer & Employee Experience, he has been voted two years in a row as a Global Guru on Customer Service and is the founder of Power of CEX, helping organisations grow through transforming the experiences they deliver and here are his top 10 2021 experience.
Elevating Customer Service through Digitalization
Since the pandemic, most purchases have shifted from in-person to online, and customers have become more sensitive and selective in their decision making process. A critical factor for the digitally savvy customer is how easy and effortless a process takes. Why? Consumers are demanding for efficiency. In this exclusive interview with Raj Chaudhuri, Vice President, Global Business Services at American Express, he shares how the reorientation of business models to digital will help perpetuate CX according to the new standards, tips on deploying automation as well as being proactive and reactive in real time.
Building a powerhouse FinTech - How to delight the empowered customer w/ Filippo Stefanelli
In this episode of Digital Transformation & Leadership Danny Levy talks to Filippo Stefanelli, Chief Marketing Officer at StashAway - A digital wealth manager that intelligently navigates macroeconomic data, not the market ups and downs. Clients get similar returns to benchmarks with just a fraction of the risk. It's not magic; it's intelligent investing. They get into trust as a growth strategy in FinTech, customer experience for a pure digital player and the challenges of scaling quickly and how to overcome these.
Senior Leadership Engagement & Ownership of CX
How can you put the customer’s needs and expectations at the center of every employee’s KPI and goals? As a CX leader, you need to become a trusted advisor to your team. We spoke with André Grandt, Customer Experience Chapter Lead & Transformation Officer, Roche Pharma, South Korea, who shared his thoughts on looking at the bigger picture –aligning with a positive mindset, staying focused and building relationships through real conversations.
Why audio is the next big thing in digital marketing w/ Diogo Andrade from Spotify
In this episode of Digital Transformation & Leadership Danny Levy talks to Diogo Andrade, Head of Automation, SEA/HK/TW at Spotify - The most popular global audio streaming service with 345m users, including 155m subscribers across 101 markets.
Understanding and Empathy – Leveraging Voice of the Customer for Better Business
Customer feedback is a powerful tool as well, able to increase upselling and cross-selling success rates by 15-20% and reduce customer retention costs by as much as a quarter. Companies which invest in customer feedback also experience higher customer retention, greater employee engagement, and reduced customer service costs. However, there is more to gathering customer feedback than simple product reviews and surveys. If you want to truly create a full picture of your clients, you need to be leveraging the voice of the customer (VoC) for your business.
Transition to the Next Normal: Redefining Customer Experience to Changing Consumer Context
As the SARS-COV-2 pandemic continues to cause massive disruption and misery to lives and economies all over the planet, businesses are finding themselves having to adapt quickly and frequently to meet the needs of their customers. Many parts of the world – such as the UK – are still in severe lockdown measures, while others find themselves returning to some semblance of normality. Now vaccines have been discovered and mass-vaccination programs are in full swing, the question turns to what happens next?
Reinventing the operating model for businesses to deliver better CX: Data monetization and AI as the major drivers
COVID-19 has changed the world’s perspective towards businesses focusing on customer behaviour and experience, which has had a dynamic transformation. With these changes in place, the customers are more aware of the brands and their digital channels for a cohesive experience. The brand's activities and policy changes during this pandemic have proved to consumers which brand is more trustworthy, reliable, and transparent in modifying their products and services to benefit the customers at large. This has directly impacted the brand’s image providing space for understanding the Customer Experience (CX).
How to Deliver a Hyper Personalised Experience for your Customers
Joined by speakers from Grab, Hyatt Hotels, Nu Skin & moderated by Juliana Chu, Director of Digital & Analytics APAC at Kimberly Clark, this episode goes deep into understanding how to achieve a single view of real time customer data access to deliver hyper personalised experiences for your customers.
How to REALLY achieve MarTech success w/ Kate Cook
In this episode of Digital Transformation & Leadership Danny Levy talks to Kate Cook, Forensic Marketing Intelligence Consultant at SPT Agency. They talk about the MarTech universe, highlighting the key points in Building an intelligent marketing systems and reporting frameworks that help businesses deliver on their KPIs.
