Blog

Customer experience trends in retail banking

Customer experience trends in retail banking

I talk to clients in the banking sector on a daily basis, and I am often asked to share observations to trends within customer experience. We operate in 120 countries and things may be different in different parts of the world but many things are the same. Therefore I... read more
How to reduce wait times in government offices

How to reduce wait times in government offices

Most government offices around the world are faced with the twin challenges of strained resources and outdated systems. Combined, these two problems often cause inefficient operation and service delivery, which is reflected in the long wait times that customers have... read more