Retail banking shouldn't be seen as an endless bout between between challenger and incumbent. Customers don't view their experience in this way. Neither should you. People are seeking financial allies, not adversaries. They don't care about the issues that preoccupy most traditional banks - legacies, cost, regulatory pressures, models [...]
Travellers have regained their confidence to fly again. But for some, trust that they will ever take off has been broken. The summer flights fiasco continues. The mayhem could go on for months. Nevertheless, there are valuable CX lessons for airlines and airports (two reputations are at stake – [...]
Understanding where your business is on the journey to achieving a differentiated customer experience is vital to effectively prioritise plans and areas for focus in 2021. Our Customer Experience Assessment is designed to help you understand where your organisation is on this journey. The CX Assessment can be used used [...]