by Jack Bailey-Grundy 
A really thought-provoking piece from a large financial services firm. As marketing landscape changes – with new customer expectations and new corporate regulations – it’s so important to design a process that engages your customers and provides relevant information. Marketing campaigns are important, but the days of sending an email to someone because you think you have important information to share are coming to an end – it’s all about what the customer thinks!
That’s where customer journeys come in, they’re the glue that holds all our retail and consumer capabilities as an organisation together in a way that creates maximum value for our customers and our firm.