Customer experience has changed radically due to the consumerism of software. Expectations are now set through the lush interfaces of Apple, the immediacy of Uber and the variety of Amazon. Firms with slower existing processes are struggling to keep up. Standard customer service has been turned on its head as customer expectations have fundamentally shifted. […]
This report, co-authored with Franklin Templeton, focuses on employee experience (EX) in terms of pensions and responsible investment, however it also provides a broader framework for assessing EX and discovering what really matters in terms of sustainable engagement. Who would have thought pensions could be a cool differentiator in employee engagement? The report, ‘The Power […]
