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


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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