The pandemic has acted as a powerful catalyst for market dynamics already in play, most notably the switch from in-person to digital banking channels. Apps collect vast amounts of unstructured customer feedback in the form of the Batum comments that accompany app ratings.Read more
Touchpoints: Putting the customer at the centre of your world.
Customer-centricity involves more than just saying the customer is important. Creating meaningful experiences and maintaining lasting relationships with customers begins with understanding the customer as a whole. By putting people first, profits follow. Join us every fortnight as we discuss how businesses can become more customer-centric, and learn from the leaders themselves.
The rate of change and innovation in the banking industry right now is staggering. And in an industry that is going through a massive transformation, there is no one more ambitious in their vision than Kelvin Tan from Standard Chartered nexus.Read more
Daniel is head of research and innovation at Pay.uk leading a team to deliver their Deep insights programme. He has a distinguished career driving innovation in a wide variety of industries where systemic problems create the need for true leadership in innovation to effect real, positive change.Read more
Join us as Jason talks us through how he dealt with that situation and shares those critical components of creating a world-class customer experience program in your business (no matter how big or small) that actually delivers a return on investment.Read more
Join us as we discuss Maroš specialisation in Experimental and Behavioural Economics and his experience consulting to industry, government, and non-profit organisations on behavioural approaches and solutions.Read more
Our guest this episode is Rob Windle, CEO and founder of Dynamic Customer Solutions The core of his business revolves around implementation and supporting businesses to lower the cost of call centre operations while improving the quality of outcomes &, supporting learning and improvements through data-driven metrics using state of the art feedback analytics software to fast track improvements.Read more
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