The missing link between experience and business value

Published by Richard Moule

All companies have issues with customer experience. Few, if any, can determine the negative impact these issues have on commercial performance and the order in which to fix them for maximum return on investment. The link between experience and business value has been missing, until now.

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Why Experience Matters

Published by Jon Stephens

Today, you would do well to avoid reading an article about the importance of customer experience in achieving almost all desirable business outcomes: acquiring more customers, retaining existing customers, making them spend more or reducing complaints and associated costs.

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Innovation in banking: focus on the customer

Published by EY-Seren

Customer behaviours and expectations are changing at an ever increasing pace. This is driven by technology ubiquity and habits set by internet companies that have largely come to life over the last decade and a half. As a result, the gap between what customers expect from banks and what banks can deliver is wider than ever, states the newest British Banking Association, Seren and EY report The Way We Bank Now.

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