The promises brands make and the experiences they deliver has never been more important to customers in an age characterised by ease of access, choice, speed and convenience.
However, Financial Services brands are often accused of delivering poor customer experiences. How much is that gap costing your brand? The latest data proves that there are some FS brands doing a great job of keeping their marketing promises.
Our expert panel of senior marketers from a selection of brands discuss the importance of closing the Experience Gap, the key things brands need to focus on to do so and their plans to continue improving the alignment between their marketing promises and brand experiences in 2019.
Damian Symons, CEO of CLEAR M&C Saatchi
Michael Sherwood, Head of Customer Experience, Atom Bank
James Daley, Managing Director, Fairer Finance