White Paper – Designing & Improving the Customer Experience in Financial Services


0 whiepaper

I am delighted to have co-authored my first white paper with the University of Exeter Business School. The white paper reports on the results of a two-year research project that investigated how leading financial services (FS) organisations design and improve the customer experience. The research was led by Fred Ponsignon, a Research Fellow in Service Management at the Centre for Innovation and Service Research (ISR). The white paper was also co-authored by Roger Maul, Professor of Management Systems at the Centre for Innovation and Service Research (ISR) and Phil Klaus, Professor of Customer Experience and Marketing Strategy.

The white paper is free to access and can be downloaded by clicking on this link – Designing & Improving the Customer Experience In Financial Services

6 thoughts on “White Paper – Designing & Improving the Customer Experience in Financial Services

  1. I’ve downloaded the whole bit and so far, I find it interesting. It’s indeed essential to have a good working customer service system for finances. I hope a lot of companies that deal with this industry should understand the importance of providing the best customer support.

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