The Findings
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Creating a moment that delights – the perfect customer experiences
With market apathy, the impact of regulation and a lack of prioritisation from executive leadership creating the perfect customer experience is challenging. Yet consumer engagement and experience are paramount to longevity. So who is delighting the customer and how are they going about this?
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Customer focused versus customer centric – knowing the difference between the two can give you a serious competitive advantage
Customer focused is what you know the customer wants (data led) whereas customer centric is providing the customer with something they want, even before they know it themselves e.g. Apple iPad
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Cutting the red tape - too many players within the value chain?
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D2C – The future of investment advice
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DB transfers in 2020