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Democratising the supply chain
Much has been written and discussed about the impact global supply chains are having on the cost of goods and services at the point of...
The Brand Experience Swingometer. Why it matters.
Chatting to a client of mine the other day, our conversation became quite heated. We were discussing what makes a brand experience. My...
Brand DNA: Genuine, Unique, You
When it comes to creating experiences for companies, I am still surprised, even today, to hear clients say ‘We don't just want to be...
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...
How to Build a Digital Bank
The digital banking revolution is well and truly happening, yet still, some banks are cautious about jumping into the digital world. A...
How to make wrong, right
When we say that ‘your people matter’, we should perhaps phrase this as ‘the right people matter’. In explaining what I mean by this, I...
Amazon Go - Technology Made Beautiful
Today, Seattle will see a revolution in the way we shop. Amazon Go, a new concept store from the undisputed kings of e-commerce, Amazon,...
Removing friction from the Customer Journey
In a world where everything is now, now, now, and where speed, convenience, and accessibility are driving the new economy, banks can no...
What it Means to Connect Emotionally?
As the tentacles of technology stretch further and further into our everyday lives, so does the ability for organizations to harvest more...
The Battle for Relevancy
Social media is changing everything, especially in the retail business. Over the past twelve months, we have seen banks enabling features...
Taking the robot out of humans
Most of us who follow the latest themes and trends in banking are aware of the drive towards robotics and artificial intelligence. The...
Make your technology beautiful or invisible
Technology is changing the way customers are interacting with Banks, but Banks are not changing the way they interact with clients. Those th