This project investigated how leading financial services (FS) organisations design and improve the customer experience. Our team of academic researchers and consultants set out to uncover the practices of customer experience management used by 23 FS companies across Europe and the USA.
Leading on Service
In a previous incarnation, I worked in the fleet and leasing industry. For the benefit of those people who are unfamiliar with it, as a company we provided fixed term finance to businesses who wanted to provide company cars to their employees (so lease rather than buy).
Personalisation, Individualism or plain old Just Joined Up (JJU)
As we are now well into 2015, I have read with interest articles about how things have potentially improved or how some things or sectors have continued to deteriorate. UKCSI results headlines are hot of the press are the results are a little concerning, although there are some seeds of positivity in there too. The … Continue reading →
A little bit of Heaven and a lot less Hell – wishes of CX from 10 UK companies
I reflect on my week from hell, as I travel to the CCA Convention http://www.cca-global.com/gsx/content/events/?contentid=19 for it’s 20th year, to listen to some great speakers talking about the developments in Customer Contact and Customer Experience. I also think about what I will convey in my opening message at the session I am chairing – ‘understanding your customer, … Continue reading →
Honesty, expectations and reality
Amongst Richard Branson’s many quotes that have been published over the years, my most favourite has always been this one; “Customer service is about attention to detail and communication. Neither of which are difficult so naturally they’re the first things we forget!” It’s my favourite because he’s right.
Can you value and recommend a product you never use?
Not many people I know like having to pay car insurance. It’s perceived as a necessary evil and an additional expense and cost. I understand why we need it, but it always feels like an additional tax. And it’s not even a remotely glamorous or exciting purchase now is it? No insurance is.
Designing and Improving the Customer Experience in Financial Service
In this white paper, we report on the results of a two-year research project that investigated how leading financial services (FS) organisations design and improve the customer experience. Our team of academic researchers and consultants set out to uncover the practices of customer experience management used by 23 FS companies across Europe and the USA….
