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Celebrations big or small remind us of people’s desire to enjoy a magical moment and escape the mundane. Yet, when it comes to customer experience, Kantar’s first CX+ report for retail banking in the U.S. finds many companies...
Published: 29/10/2018 There’s a lot of talk about the importance and value of customer experience. A LOT of talk. But there is still not as much meaningful action going on as there really should be. Customer experience (CX) is a rapidly...
Published: 23/10/2018 Around this time two years ago, we wrote a blog about the Paris motor show. It was a whistle-stop showcase of the best and most exciting innovations on display. One paragraph was devoted entirely to mobility, as it...
Published: 20/08/2018 Disruption is happening all around us, from the TV that we watch, to the taxis we take or the way we make payments. By definition, something that “interrupts an event, activity, or process”, disruption has become a...
Published: 25/07/2018 The concept of trust has usually been associated with stasis more than change. It brings up images of age-old, time-tested, large, solid brands and organisations with large and loyal user bases. Consider the...