Author Archive: Michael Plimsoll

Optimising FSI Customer Experiences, Part 3: Machine Learning

Today’s cus­tomers are hyper­con­nect­ed. They expect seam­less jour­neys across every dig­i­tal and phys­i­cal touch­point, tai­lored around their indi­vid­ual needs and goals. This means mar­keters need to lever­age huge vol­umes of data to deliv­er increas­ing­ly per­son­alised expe­ri­ences. Over the course of … Read more

Optimising FSI Customer Experiences, Part 2: Content Velocity

Dig­i­tal mar­ket­ing has nev­er been eas­i­er in some ways, or more dif­fi­cult in oth­ers. Even as data gives us more pow­er to iden­ti­fy each cus­tomer and deter­mine what they want, con­sumers expect per­son­alised, rel­e­vant expe­ri­ences, and they expect those expe­ri­ences … Read more

Optimising FSI Customer Experiences, Part 1: Data

When Adobe and Econ­sul­tan­cy asked exec­u­tives in the finan­cial ser­vices indus­try (FSI) how they plan to dif­fer­en­ti­ate them­selves in 2017, the num­ber-one answer was cus­tomer expe­ri­ence. The major­i­ty of these execs cite tar­get­ing and per­son­al­i­sa­tion as the top pri­or­i­ty for … Read more

Customer Experience: Mystery or Adventure?

The finan­cial ser­vices indus­try faces a series of strong trends requir­ing a shift in focus. These changes are led by the mobile rev­o­lu­tion and the accom­pa­ny­ing growth in con­sumer expec­ta­tions for ser­vice when con­sumers demand it, where they want it, … Read more

Transformative Strategies for Compelling Experiences: The Marketing Operations Track at Adobe Summit

Today’s con­sumers expect con­sis­ten­cy and uni­ty across all their expe­ri­ences with a brand. As your organ­i­sa­tion under­goes dig­i­tal trans­for­ma­tion or evolves on its dig­i­tal mar­ket­ing jour­ney, you’ll need to employ increas­ing­ly com­plex strate­gies and process­es that touch every part of … Read more

Better Experiences, Driven by Data: The Top 2017 Trends in Financial Services and Insurance

The finan­cial ser­vices indus­try (FSI) is rapid­ly catch­ing up in terms of cus­tomer focus—but exe­cu­tion lags behind inten­tion. Those were the pri­ma­ry take­aways from the 2017 Dig­i­tal Trends in Finan­cial Ser­vices and Insur­ance report, the lat­est edi­tion of Adobe’s annu­al … Read more

The Evolving Financial Services Landscape: Delivering Data-Driven Customer Experiences

The finan­cial ser­vices land­scape is increas­ing­ly being defined by banks’ attempts to har­ness new tech­nolo­gies, as well as com­pete with new finan­cial tech­nol­o­gy com­pa­nies. At the same time, it’s being sculpt­ed by chang­ing cus­tomer behav­iour, whilst also filled with uncer­tain­ty … Read more

Utility or Everyday Bank? New EU Regulations Force Organisations to Choose

The Revised Pay­ment Ser­vices Direc­tive and What It Means for Your Cus­tomer Expe­ri­ence, Part 2: Util­i­ties and Every­day Banks Accel­er­at­ed change has trans­formed many aspects of the finan­cial indus­try over the last sev­er­al years. From mobile wal­lets like Apple Pay … Read more

How New EU Regulations Will Transform the Customer Experience for Financial Services

The Revised Pay­ment Ser­vices Direc­tive and What It Means for Your Cus­tomer Expe­ri­ence, Part 1: Two Types of Ser­vice Providers The last few years, the finan­cial ser­vices indus­try has been defined by ever-accel­er­at­ing change. Changes in cus­tomer behav­iour and advances … Read more

The Customer Journey, Stage 6: Retention

Wel­come to the final instal­ment of my cus­tomer jour­ney series. By this stage, you and your cus­tomers have been down a long road togeth­er. You’ve caught the inter­est of anony­mous view­ers, attract­ed them to your web­site, and engaged them with … Read more