For the last five years, banks have been battling with their ‘legacy’ technologies and fighting to keep pace with the needs of modern consumers. In many cases, it is true that they have been doing what they can to keep pace with the likes of Apple, Uber, Netflix, Amazo...

Chatting to a client of mine the other day, our conversation became quite heated. We were discussing what makes a brand experience. My client said ‘great brands are consistent brands, and great experiences are absolutely consistent, where everything is the same and you...

It is not often that something happens that makes me stand up tall and think ‘now that is the way customer experience should be done’… but it happened on a recent visit to Buenos Aires. The destination, the Four Seasons Hotel. It was a rainy Sunday and I had booked int...

Creating beautiful experiences for your customers is more than a purely physical attraction. To create experiences that work well for your business and for your customers, it is important to ensure that every element of them is choreographed to ensure your customers ca...

History is littered with the corpses of organizations who have spent so much time metronomically churning out the same, same, same product with heads down that, when they took a moment to look up, they realized that the world had not only passed them by but was heading...

The old adage that ‘you may want a Ferrari, but do you really need a Ferrari’ has never been more relevant than in the banking sector at present. 

Whilst many banks, rightly, have been developing their technology backbone and improving their systems and procedures - whi...

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 visit are focussing purely on their digital offer and not looking at the experiences they are choreographing holistically. 

Digital, d...

Companies that have best-in-class customer experiences grow faster and are more profitable. Here we discuss why.

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 will know, I believe very strongly that the concept of segmentation is a thing of the past and that the majority of organisations wh...

As marketers and brand builders strive to understand the markets they serve by creating segmented offerings, campaigns aimed at attracting the high-net-worth customer, the affluent-mass and the youth, are they not forgetting that great brands attract everyone. With gre...

 Customer experience leaders grow their revenue at a much faster rate than customer experience laggards. In retail, online-only retailers far outpace traditional retailers when it comes to customer experience. When Amazon is compared with the largest traditional retail...

Google, Amazon, Facebook and Apple (GAFA), have changed the way we live, how we share, how we shop and how we manage just about everything. These organizations have succeeded because they understand what we need and provide it instantly in a convenient and astoundingly...

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