October 22, 2018 October 22, 2018One customer’s experience suggests that Infiniti is not yet brilliant at the basicsRecently, I was invited to participate in a webinar discussing the role of emotions in customer experience. During the discussion, I made the point that while […]
January 26, 2018 January 26, 2018The threat of PSD2 and how getting the basics right will help incumbent financial service providers prosperI remember a situation that happened around 10 years ago when I was applying for a mortgage from my bank. When making the application I was […]