Is this the end of the branch experience? Year in, year out this question proves to be the ultimate rhetorical question. This year is no different. Yes, Covid-19 is having a dramatic impact on the retail banking experience. Yes, many banks temporarily reduced their branch footprint during lockdown. Yes, [...]
We've almost run out of adjectives to describe the Coronavirus pandemic that has impacted every aspect of our daily lives as individuals, families, consumers and employees. And as the lockdown eases, we are all adapting to the new normal, a phrase that has become ingrained in our collective psyche. [...]
CUSTOMER INSIGHT: Customer experience management – how to get it right It’s up to the marketing team to think about customer experience management. But what exactly is it and how do you get it right? Alex Blyth reports Customer experience management (CXM) is not a new concept, but in the [...]