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2 min read
Finance / Customer Experience / Omnichannel
Customer experience trends in retail banking
You can find out many things about customer experience in retail banking, when you talk to clients in the banking sector on a daily basis like I do. I am often asked to share observations regarding customer experience trends. We operate in 120 countries and things may be different depending on the p...
3 min read
Omnichannel
Are you Successfully Removing Experience Gaps from Your Omnichannel Retail Journey?
As recently as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel model.[1] It was considered a competitive advantage that most retailers were unable to leverage. It has rapidly evolved from being somet...