ENGAGEMENT

We are tasked with building strategic digital engagement, engagement that doesn’t wear off after the initial dopamine injection of a new bouncy ball, animation or feature, all of which soon becomes de rigueur and aped. The difference between humans and animals is our look to the future. We seek purpose, …

Solving the world’s most intractable problems are possible in the next decade. We have the science to massively impact poverty, inequality and climate change as we enter the fastest, deepest, most consequential technological disruption in history. Over the next 10 years, key technologies will converge to completely disrupt the foundational …

There is much talk about how important engagement is in banking and the role the digital experience has to play. With interest rates trending below zero, squeezed margins, reputation issues and a whole swag of tech based competitors, many bankers are voicing a commitment to improved customer experience. Of the 50 largest …

According to the panel on the very fabulous BBC podcast, The Infinite Monkey Cage, The Brain, the brain is the most complex thing that we know of in all the universe. Nature drops the brain into the world half baked and lets the environment wire up the rest. Your local language, culture, …

The energy industry is one of the lowest performing for digital customer experience. With customers having had rather limited choices as to which energy company to use, few utilities have prioritized customer satisfaction or experience. Times are changing. In an era where consumers have grown accustomed to receiving up-to-the-minute alerts …

his is not a crisis of epidemiology. It’s a crisis of epistemology. It’s nor a health or economic crisis. We are in a crisis of how we think. In a world awash with knowledge we are struggling with the truth; how we discuss and discover the truth. This is exacerbated …

Losers have goals. Winners have systems. Tim Ferris interviewed Scott Adams when working on Tools of Titans and from which the meme, “Losers have goals, Winners have systems ” was published. The essence of Scott’s idea is that we should choose projects and habits that, even if they result in failure, in …

How established and challenger banks can meet customers’ soaring expectations Competition in the banking industry is cut-throat, more so than it has ever been. The rivalry doesn’t involve just established banks who’ve been in the business for tens or even hundreds of years. A flurry of challengers have popped up …

Behavioural studies certainly provide us with more insights than ever about the triggers, deviations, and responses of the human brain – conscious or unconscious. Knowing how cognitive biases influence people’s financial habits, however, serves a bigger purpose than just satisfying a curious mind. They are essential to building value and competitive …

As financial services and other utilities such as energy, commoditise brought about by digitisation, regulation, competition from agile, innovative and cashed up techs and a growing interest in planetary and financial wellness, customer engagement is rapidly climbing to the top of the list of priorities of executives looking to acquire …