Miriam is a consultant with strong passion for Customer Experience, innovation and digitalization. With 15 years’ experience from development in financial services she advice our clients on how to grow their business through deep customer insight and improving the whole customer journey. She believes in creating value for customers, employees and owners, in that specific order. She claims that you can create outstanding results by making customers happy and creating inspiring work environment for your employees.
In an American survey about digital disruption in banks from 2014, 72% of respondents in the age-group 18-34 say that they will use financial services from companies that are not banks (like Apple, Square, Facebook, Google, Amazon etc). In the 2015 version of the same study 79% of the respondents also say that the relationship they have with their bank is purely transactional (not relational). More
At a retail conference some time ago I spoke about how good customer experience starts with a good customer insight. The speaker before us gave a brilliant speech about the paradigm shift in the society that we are experiencing right at this moment. More
The hard truth is that companies now need the customers more than they need them. The first thing you need to do is to understand your customer’s needs and expectations. The next step is to learn how you are delivering on those expectations today. More