Tom Mouhsian
Principal Analyst
Author Insights
Blog
The New Normal For Customer Experience: Join Our Keynote At Summit Asia Pacific
As the pandemic peaks and wanes, businesses rethink their customer experience strategies and engagement models throughout the entire customer lifecycle – for some the change is a radical one. The immediate urge to ensure their own health safety means that customers may temporarily sacrifice their personal comfort, but they will demand more trust and reliability from companies they choose to do business with.
Read More
Blog
COVID-19: For Airlines, It Is Time To Give Nothing Less Than Their Best
During a crisis, humanity prevails through unity, empathy, responsibility, and leadership. Read our five strategic recommendations for airline executives to focus on during the coronavirus pandemic.
Read More
Blog
COVID-19: Leading Airlines Display Compassion, Resilience, And Good Old Business Sense
Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo.
Read More
Blog
How Much Is CX Actually Worth In Profit For Telecoms?
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.
Read More
Blog
Consumers Demand Hybrid CX
The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]
Read More
Video
Planes, Fuel, Seats, Bags, Meals, And Airline Profit — But What About CX?
How airlines can connect the CX story to the money story.
Watch Now
Blog
Hardwire CX To Financial Performance In The Financial Services Sector
As leaders in the FS sector increasingly embrace customer-centric strategies, they will have to credibly connect the customer story to the money story. Otherwise, the legitimacy of often-heard CX slogans and promises can be easily challenged.
Read More
Blog
Banking Is Up For GRAB[s] In Singapore
Following in Hong Kong’s footsteps, Singapore’s regulator — the Monetary Authority of Singapore (MAS) — has confirmed that it is currently studying the possibility of issuing digital-only banking licenses to organizations with a nonbank parentage, which was first reported on May 7, 2019 by various news outlets. What makes this news interesting is that it […]
Read More