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Report: Customer experience more important than product for the Future of Banking
A new report by the Economist Intelligence Unit reveals that four in five bankers (81%) believe that financial institutions will seek to differentiate themselves on customer experience rather than on... read more
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Hyper-personalisation of CX: The future of retail banking
Hyper-personalisation is an imperative, not an option, in a digital economy. Indeed, as various industries adopt technology “as” their business, rather than “in” their business, the combination of smart devices,... more
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Beyond CX – why EX is the new frontier
Technology drove the first client experience (CX) revolution when advances in computer processing power allowed the early pioneers to develop data driven marketing policies. Now we believe emotional experience (EX) is the new frontier. Technology advances have only accelerated, delivering standards of connectivity and user experience unthinkable even 10 years ago – writes Dennis Harhalakis, [...]
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