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Welcome to a World of Super-Personalisation
For the last five years, banks have been battling with their ‘legacy’ technologies and fighting to keep pace with the needs of modern...
More than Physical Attraction
Creating beautiful experiences for your customers is more than a purely physical attraction. To create experiences that work well for...
Customer Experience is not just about digital
There is so much talk about digital being the new frontier in banking, and to a large extent, it is. However, far too many banks that I...
How to Grow Profits
Companies that have best-in-class customer experiences grow faster and are more profitable. Here we discuss why.
Why all the talk of ‘Millennials’ is nonsense
If you want to really wind me up there is an easy way to do this... mention the word ‘Millennials’. As those of you who read my articles...
3 Ways to be a Customer Experience Leader
Customer experience leaders grow their revenue at a much faster rate than customer experience laggards. In retail, online-only retailers...
New World Banking | Winners
Google, Amazon, Facebook and Apple (GAFA), have changed the way we live, how we share, how we shop and how we manage just about...
A Leaders Guide to Customer Experience
Leading companies in all sectors understand that they are in the customer experience business. They understand that how they deliver to...
Artificial Intelligence - Do you want it?
In an interview with Bloomberg, Accenture’s charismatic CEO, Pierre Nanterme, was asked what the companies ‘big bets’ currently are, and...
Asia, Leading the Way?
Customers of all income levels are increasingly using digital technologies for internet, social media, and e-commerce in Asia – it is not...
Care about me, or I’ll leave
The winds of change are all around, and not least in the retail sector - which by the way, includes banking. For years consultants like...
How to Go Digital Without Going Crazy
Some banks are not ready to fully transform into becoming a Digital Bank and there are a multitude of reasons why. However, this does not...