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I've lost count of the number of times the phrase 'rising customer expectations' is the basis for presentations over the last couple of decades. It's a kind of given, following the logic that as technology and science gallops forward, coupled with our inc
An articled written by Constance Kampfner of the Times discusses how The Financial Conduct Authority has written to the chief executives of more than 3,500 lenders.
A report exploring the 'generation gap' between customers, how these differences are perceived by organisations and how big they really are, as well as insights into the expectations and preferences of those from Generation Z up to the Silent Generation.
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