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Priya Dixit Vyas speaks with Natalie Ceeney, chair of Innovate Finance and former CEO of the UK’s Financial Ombudsman Service, on why leaders should focus on corporate culture.

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Publication

A combination of heightened customer expectations and sweeping technological change—including advances in next-generation robotics and virtual reality—are poised to transform the way the real-estate industry operates.

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Publication

The global convenience store retailer is challenging retailing’s status quo through business model innovation and out-of-the-box partnerships.

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Publication

“Robo advisors” are threatening to upend the business of financial advisors everywhere. Or are they? A closer look at four plausible scenarios offers practical insights for financial planners eyeing an uncertain future.

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Publication

With customers calling the shots like never before, companies need a new kind of customer experience leader. The best of these will excel in three areas.

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Publication

Banks, asset managers, and insurance companies can no longer get by with an incomplete understanding of their customers. Thriving in the new era of customer centricity requires a new kind of leader.

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Expert Guidance

Why has customer experience improvement become such a hot topic today? Consumer expectations are higher. Word of mouth travels faster. Consumers are empowered like never before. And great customer experience drives loyalty and revenue. Downplaying the importance of the customer experience is no longer an option as the voice of the customer continues to get louder.

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Article

Retail and consumer product companies are facing an increasingly challenging environment. Digital convergence remains pervasive and informed consumers continue to become more health-conscious and aware of sustainability issues. This combination of dynamics is placing pressure on the extended supply chain of companies in the sector.

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