Bankers ask us all the time why they can’t jump over this people betterment malarky and just go ahead and use our CX workshops to create Money Moments. Many of our conversations go like this: “We at Bank X love the idea of Money Moments instead of Banking Products!” “Thanks, […]
CX
7 posts
The main reason why we don’t even tell banks about our deep CX creation practice from the get-go- the EXnotUX and the “Money Moments™ not Banking Products” workshops before they start on cultural transformation (or betterment) is that they would be unable to internalise them if they don’t have a […]
*Warning – the following may cause your knickers to knot. If it does so, please re-read as it is meant as compassionate analysis not mindless bashing.* Today’s story will be about bankers’ cognitive dissonance when it comes to consumers’ needs. We are all “grown” here so I’m sure everyone is […]
The long writing hiatus was chiefly due to being busy but also having to process how I feel about a rather bedazzling find: “Tangible Banking” stood still while I was “away”. Not all of it of course, there was much done on the launch and proposition of challengers and front-end […]
Tapping into emotions and driving positive ones through addictively delightful interactions- pays. That’s why you need to be a brand. No seriously, I know I’ve been repeating this like a broken record over the past years but it most certainly does. There are three areas where the connection between customer’s […]
Let me tell you what this won’t be. A play-by-play of the conference. It won’t be that for several reasons including the fact that I missed a few general sessions due to meetings and the occasional hospital stay so I can’t comment on the full content. What I can […]
My “EX not UX” Emotional Experience method is generating quite a bit of interest these days and I am considering potential partners to help me bring it to more industries than banking and make it part of a bigger organisational culture change suite as part of my “it’s all about […]