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The 5 Top Level Insights on Customer Experiences in Financial Services

Mike Hakkens, Associate Partner at WATC Consulting AG, chaired the annual Customer Experiences in Financial Services Conference in London on the 22nd of June this year. Here he shares the results of his 2017 Industry Pulse Check and key impressions of...

How Can Banks Be Truly Omnichannel?

The banking industry, perhaps more than any other, has seen the most change from the digital revolution of the past decade. Traditionally, in-branch visits were the first port of call for customer when it came to managing and discussing their...

How Involved Are HR and Your Frontline Staff in Your CX Strategy?

Ensuring your customer experience strategy is effective relies on creating a seamless experience which takes advantage of the various omnichannels your customers want to use and that the company can support appropriately. If you do not have the right technology,...

The Mobile App: Three Tips for Driving Loyalty

Chances are that most people turn to a mobile app on their smartphone every morning while starting their day, even before enjoying that first cup of coffee. Whether they are checking the weather, logging in their fitness routine, or adding...

The Art and Science of Customer Experience Mobile Network Testing

In June it has been 10 years since Apple launched the iPhone and created what would become the template for all modern smartphones.  Apple married hardware and software development and as a result produced a device that led the entire...

Why All Businesses Must Prioritise User-Centred Transformation

I don’t know about you, but whenever I read the term ‘digital transformation’ it’s usually accompanied by, or referring to, a rather cheesy cyber-tech metaphor, wherein a faceless ‘business person’ is about to engage in a some abstract, futuristic interface...

Keeping up the Customer Experience between Restaurant Visits

More and more restaurants are realising that true competitive advantage lies in creating an engaging customer experience. Not only in the restaurant, but between visits. One that is personal, timely, and insightful. By using advanced analytics to find out the...

DOGFI.SH Mobile: App Design Is Vital in Ensuring Customer Experience Remains a Key Differentiator

Organisations should focus their efforts on architecting intuitive apps to drive competitive advantage As the marketplace for consumer facing apps starts to reach saturation point, organisations will need to focus their efforts on developing engaging consumer facing apps that deliver a...

A Digital Workplace Requires Revisiting Employee Engagement

Digital technology is shaping our culture — and ultimately changing the way we work. Remote software and mobile technologies allow an increasing number of professionals to work remotely and with more flexibility. But the ability to work remotely is now forcing...

JPMorgan Proves Wall Street Bank Profits Don’t Depend on Traders

Lender had record second-quarter earnings on higher rates Trading revenue dropped 14%, casting doubt on year-long rally Jamie Dimon proved JPMorgan Chase & Co. doesn’t just rely on traders for profits. The bank earned $26.5 billion over the past 12 months, the most ever by...