As for so many of us, I cannot imagine life without my personal banking mobile app given the ease of use and its ability to work seamlessly almost every day. Unfortunately for my bank though, I expect nothing short of the same reliable service across all of its other touch-points. Recently, having moved homes I made the change known to my bank over the phone but somehow the account statements failed to reflect the new address. So I called up again and following two separate 2

For traditional brick and mortar businesses steeped in legacy, it can be a huge challenge to evolve rapidly to stay relevant in the ever changing and unrelenting 24x7 (virtual) marketplace. While organisations may have the budgets to run long-term phased Digital transformation programs, this alone is not enough to ensure success. Digital transformation is as much about delivering the goods to improve customer-experience as it is about a shift in organisational culture. To res