Consumers will abandon brands that fail to provide personalized marketing

READ THE FULL GRAPHIC VERSION The future is omnichannel, write Rasmus Houlind and Colin Shearer Omnichannel is more than a marketing buzzword. It refers to a significant shift in marketing practice, to the point at which the entire organization has recognized that customers’ buying decisions are not linear. Consumers today do not distinguish between e-commerce … Read more

The tech branch: What next for retail banking?

With more than half of all consumer transactions now done digitally, Kirsten Levermore considers what’s next for retail banking [button type=”large” color=”black” rounded=”1″ link=”″ ]READ THE FULL GRAPHIC VERSION[/button] Glass doors swoosh lazily on to the hushed lobby. Lined with counters, desks and squat, square offices, you approach a customer service ambassador for directions. “Good to … Read more

Weave customer experience into organizational fabric

In the new era of peer-to-peer reviews, personal customer experience has the power to make or break brands, writes Graham Lewis Against a backdrop of growing distrust of businesses, governments and other institutions, the consumer has never been less interested in conventional advertising and corporate speak – or more keenly attuned to the reviews of … Read more

What lies beneath

Great marketing is soon ruined by poor customer experience, writes Jon Picoult [button type=”large” color=”black” rounded=”1″ link=”″ ]READ THE FULL GRAPHIC VERSION[/button] What would it take to convince people that your business delivers a great customer experience? For tech giant Microsoft, the answer was more than $1 billion. That’s how much the company reportedly spent … Read more