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 another… we want something really unique’. There is nothing wrong with the question, of course, every organization wants to be unique an...

A clearly articulated and mapped customer journey is critical, not only in helping you to serve customers better, with less ‘friction’ but because it will help your staff understand their role and purpose in helping your business grow.

The Numbers

A well-defined customer...

Leading companies in all sectors understand that they are in the customer experience business. They understand that how they deliver to customers is as important as what they deliver. This short article is designed to provide food for thought for executives who wish to...

All this talk of artificial intelligence, the growth of analytics, wearable technology etc… etc… is going to change the way we do just about everything – however, I cannot help but think that in the rush to tech, by over theorising and intellectualising, some may be re...

In an interview with Bloomberg, Accenture’s charismatic CEO, Pierre Nanterme, was asked what the companies ‘big bets’ currently are, and his answer was very clear - Artificial Intelligence (AI). Everywhere I look, and everything I read about the next frontier in digita...

 Customers of all income levels are increasingly using digital technologies for internet, social media, and e-commerce in Asia – it is not just young people who are doing so – and this is having a profound effect on how traditional businesses are serving their customer...

Preparing for an uncertain future is something that keeps many CEOs awake at night. In a world where uncertainty is all around us, we have seen billions of dollars removed from the value of companies overnight, and where household names in Banking and Retail disappear...

Everyone is looking to ‘digital’ experience as being the way forward in business. It isn’t on its own, digital is ‘an ingredient in the pie and not the pie’. 

In banking, ‘going digital’ will help reduce overheads, cut headcount and increase profits. Get digital right a...

The winds of change are all around, and not least in the retail sector - which by the way, includes banking. For years consultants like me have been trying our best to predict what will happen to the retail sector, will bricks and mortar stores be replaced by digital-o...

 I am often asked, so ‘what now?’. We have implemented the latest technology, we have thought about the customer journey, we have pampered to the whims of our customers… but so have all our competitors. What can we do that really makes us stand out?

Great experiences re...

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 mean that you can’t start the journey without having to invest millions of dollars in a total I.T. overhaul. In most cases, many of...

Retail Banks have a stark choice to make, they can continue to spend 50 to 70 percent of their cost base on distribution models that are out of step with the realities of the digital world we live in, or they can evolve into agile banks, reconfiguring and reinventing t...

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