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ACF CUSTOMER EXPERIENCE BLOG

Podcast, innovation management

Charlene Li on Disruptive Digital Transformation

In this podcast episode, Charlene Li, a successful entrepreneur, female leader, bestselling author and mother of two children, talks about the fundamental motives of disruptive innovation and how one can use this approach to their advantage in...

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customer engagement, Podcast

Stuart Fearn on Optimising your Branch Network During COVID-19

In this Q&A - Stuart Fearn, Head of customer contacts at Newcastle Building Society, talks about how his organisation is optimising their branch network during COVID-19.

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Patient Experience, Public Sector, customer engagement, Podcast, Patient Flow, Patient Satisfaction

Healthcare innovation & Patient centricity Q&A with Cinde Dolphin

In this podcast episode - CEO & founder of Kili, Cinde Dolphin talks about the lack of patient centricity from a first hand perspective. She speaks about how healthcare can begin to  better understand, and innovate throughout the patients journey.

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Podcast

Omnichannel Customer Engagement Q&A - Digital Banks Versus Physical Banks

Physical branches have been declining in numbers over the last decade, and generally online banking channels have been taking over. The most disruptive introduction of which is the digital only "challenger banks". These financial institutions...

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Podcast

Retail banking Challenges Part 2 - Optimising Multiple Channels

With the introduction of new technology, such as 5G, Wireless devices, the Internet of things and the countless different customer engagement channels to come along with it – integrating all these effectively with your branches could get...

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Podcast

Retail Banking Challenges Part 1 Can Events Save Branches from Dying?

The financial sector is in a clear time of transition. This is resulting in many challenges that are proving difficult to solve. Even for the larger financial institutions.

Many banks are trying to clean up their digital transformation strategy...

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Customer Experience, Appointment Scheduling, "Event Booking", appointment booking, Podcast

Omnichannel appointment booking Q&A

How has appointment booking changed over the past 11 years? 10 years ago, many people were still relying on pen and paper. Since then, appointment booking has evolved technologically. Something as simple as booking an appointment has now become a...

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