While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
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Do you remember opening your first bank account? Like me, you were likely still a teenager and depositing your grant or your first pay cheque. I recall feeling a bit intimidated because everything was so formal, from the building to the atmosphere, ...
This week saw the delivery of a speech as part of the annual Today Programme Lecture by the governor of the Bank of England Sir Mervyn King within which he renewed the push for bank reform. He blamed a collective failure of imagination to foresee iss...
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