Remove rbs-we-were-wrong
article thumbnail

Unbelievable Violation By World Renowned Bank – Record Fines!

Beyond Philosophy

We define it as a perception of the rational, physical, emotional, subconscious and psychological interaction a customer has with an organization. Our latest book explores the emotional and psychological interactions that drive customer’s behavior, and Wells Fargo illustrates what can happen to these perceptions when things go wrong.

Banking 416
article thumbnail

Top Themes from Think 2019

Peter Lavers

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? My favourite quote was from RBS: “The project will fail if it’s all about the tech – needs to be all about the CUSTOMER” #Tech – Technology/IT. Transformation.