October 22, 2018

One customer’s experience suggests that Infiniti is not yet brilliant at the basics

Recently, 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
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The threat of PSD2 and how getting the basics right will help incumbent financial service providers prosper

I 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 […]