Visa, SAS, IBM, Cemex, and MoPub on reinventing customer and employee experiences at scale - The Drum at MWC

The Drum has partnered with IBM iX to create a series of films during Mobile World Congress (MWC) exploring how mobile is driving disruption across businesses.

On day two of MWC, The Drum spoke with Ashraf Hoseini, manager of mobile solutions and Electronic Flight Bag (EFB) administrator at Scandinavian Airlines (SAS), Gareth Mackown, partner and European mobile leader at IBM Global Business Services, Meridith Miller, head of commercial partnerships at MoPub, Bill Gajda, SVP of innovation and strategic partnerships at Visa, and Arun Aggarwal, VP of process and IT at Cemex, to discover some of the strategies and technologies being used to transform customer and employee experiences.

Visa’s Bill Gajda spoke about how customers can put all their payment credentials into their personal items like their mobiles or even their jewellery and eventually get “to the point where they forget their wallet at home.”

Arun Aggarwal of global building materials company Cemex admitted that the construction industry has a bit of a reputation for “terrible customer experience” and mentioned some of the digital strategies Cemex has been deploying to change its image.

“We cannot keep competing just based on price,” Aggarwal said. “We have to get back to a place where customers want to buy our product where they are getting something more from us than just powder, concrete and cement.”

Gareth Mackown of IBM Global Business Services said IBM is focused on "combining cognitive and mobile" to provide a unique customer experience." He also spoke about how IBM is using its cognitive and design technology to help Santander improve the experiences of Santander's customers.

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