Tag Archives: Omni channel

Practical, simple steps to banking customer engagement N.0


A recent report on The Disruption of Banking by The Economist highlighted that more than half of the banks are either ignoring the Fintech trend, or talking but not doing anything about it. In 2016, we are now seeing banks finally starting to tackle the emerging trends by partnering on many fronts, utilizing application program interfaces (APIs) and experimenting with […]

The new principles of customer experience design


It’s pretty common now to think of user experience (website or mobile design) in terms of customer experience design (how customers experience your overall brand). The Omni Chanel trends have made this even more necessary in today’s world.   The way I think about it is that customers (on the right hand side) have both primary and secondary needs. Traditionally […]