Tag Archives: Personalised

Customer Experience: Playing maturity catch up…

Observations from the Sydney CX Design & Implementation Conference

(11 November – 12 November 2015)

I was lucky to be able to attend the Customer Experience Design & Implementation conference in Sydney last week listening to and speaking with organisations as each shared their experiences, success stories (of course) and learnings (can’t be enough) from organisations covering (but not limited to)  Telco’s, Financial services, Age-care, Government, Recruitment, Logistics, Design, Technology vendors, Fintech and Startups.

It was great to hear the variety of ways organisations make an effort to improve customer experiences across different industries. Such perspective across industries becomes increasingly valuable as many of the experiences people have to one industry drive their expectations and perception of others. As a result, a glass ceiling is put over industries with lower maturity levels in regards to customer experience and related expectations. From my view, which focuses on financial services and wealth management, those industries with lower customer experience maturity levels must play ‘maturity catch up’ versus other more established industries and/or organisations.

In case you are not interested to read further for more detail, buzzwords to summarise the conference include: #Employeeengagement drives customerengagement; #Designthinking; #Listening; #Empathy; #ValueExchange; #Culturalchange; #Differentiateyourexperience; #Multiscreen/#Multidevice; #Rewarddrivescustomerbehaviour; #Customerownsthejourney; #Actionable; #Beingandfeeling; #Voiceofthecustomer; #Nuroscience; Continue reading

Why real Customization should be a customer’s pull instead of a banks push…

…Joseph Pine II knew it 22 years ago!

These days we are experiencing an increased focus of banks to communicate what they call their customized approach towards their customers. Banks are using the term customization most of the times to refer to their ‘tailored approach’. But after reading an article (non-financial services related) I started thinking about what customization really means.

Note: If you are not interested in definitions please scroll down to the part on ‘The customers are deciding for themselves’,  but in my opinion the definitions are important in the broader discussion of my blog.

To ensure I was not misleading myself I had a look at the Oxford Dictionary which describes customization as: ‘To modify (something) to suit a particular individual or task.’

This sounds quite straight forward, but makes no distinction on who is modifying something (what is actually spot-on, but I get to that point later).

opponent

Continue reading

New Country Other Developments?

amsterdamtosydney

Recently arrived in Sydney (Australia), from Amsterdam (The Netherlands) I would like to continue doing what I did in the past: Sharing thoughts, insights and developments in the Financial Services industry and the Wealth Management industry in particular. Not limited to any geographical boundaries (which boundaries?) with regards to relevance of the subjects of course.

I will only share from personal interest point of view. But feel free to comment or request my view on other subjects as well.

So far so good in Australia. A well developed country, but one of its own kinds. The weather used to be better and the mood to be more relaxed. Is that why some developments are of a view years behind from the place where I grew-up?

Continue reading