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How brands are rethinking value creation
In my last article I wrote about how supply chain challenges are driving brands to think differently about how they deliver to customers...
Democratising the supply chain
Much has been written and discussed about the impact global supply chains are having on the cost of goods and services at the point of...
Welcome to a World of Super-Personalisation
For the last five years, banks have been battling with their ‘legacy’ technologies and fighting to keep pace with the needs of modern...
The Brand Experience Swingometer. Why it matters.
Chatting to a client of mine the other day, our conversation became quite heated. We were discussing what makes a brand experience. My...
What Banks can learn from the Hospitality Industry
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’…...
More than Physical Attraction
Creating beautiful experiences for your customers is more than a purely physical attraction. To create experiences that work well for...
Why an Innovation Culture Matters
History is littered with the corpses of organisations who have spent so much time metronomically churning out the same, same, same...
Spotting the Elephant in the Room
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...
Customer Experience is not just about digital
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...
How to Grow Profits
Companies that have best-in-class customer experiences grow faster and are more profitable. Here we discuss why.
Why all the talk of ‘Millennials’ is nonsense
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...
Embrace the cool in us all
As marketers and brand builders strive to understand the markets they serve by creating segmented offerings, campaigns aimed at...
3 Ways to be a Customer Experience Leader
Customer experience leaders grow their revenue at a much faster rate than customer experience laggards. In retail, online-only retailers...
New World Banking | Winners
Google, Amazon, Facebook and Apple (GAFA), have changed the way we live, how we share, how we shop and how we manage just about...
Brand DNA: Genuine, Unique, You
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...