Intelligent CXO is a Lynchpin Media publication for professionals with an interest in global CXO news and events . If you wish to subscribe for regular copies , then please email : info @ lynchpinmedia . com
EDITOR ’ S NOTE
Welcome to the latest edition of Intelligent CXO . On the front cover of this month ’ s magazine , we feature Samina Hussain-Letch , Executive Director UK at Square . Square supports 4 million businesses all around the world with technology to help merchants run their business online and in-person . The company started off with iconic hardware and over time , it began pairing its hardware with software to offer a more seamless experience for owners to manage their businesses .
Hussain-Letch talks about the company ’ s vision and goal and how it was founded . She also discusses her career and how she has always been in the FinTech industry . She has been with Square for four years across Australia and the UK and says it has been amazing to be a part of such an innovative organisation that is helping millions of businesses to run , start , adapt and grow .
trust . So , how can retailers navigate this landscape of high expectations and risk ? Brett Weigl , SVP , Product Management , AI at Genesys , explains . Turn to page 37 .
I hope you enjoy the magazine and if you ’ d like to contribute to any future issues , please do not hesitate to contact me by emailing rebecca @ lynchpinmedia . com
Rebecca Miles Managing Editor
ISSUE 39
Hussain-Letch also discusses the diversity and inclusion practices in Block ’ s workplace – Block is the parent company of Square . She said : “ At Block , embracing diversity – in all its forms – is key to building a high performance team and culture . We carefully monitor how we ’ re doing in terms of diversity and inclusion , and this helps us inform our hiring strategies and grow our teams .” Turn to page 44 to find out more .
Our Editor ’ s Question this month asks four experts how they improve their customer relations . Turn to page 20 for top tips and advice .
With retailers just a click away , expectations are higher than ever , and consumers expect fast , first contact resolutions when they reach out . AI has proven to be a gamechanger in delivering the experiences customers want . But this hasn ’ t been without risk – with the growth in AI , bad actors too are using the technology which threatens to derail the customer experience and damage
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