Customer Experience in Travel
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This document discusses customer experience in travel and banking industries. It notes that Virgin is a driver of change in customer experience and that to provide a good experience, companies need to understand customers, have certain capabilities, and work with others rather than alone. The document also questions whether banks are barriers to or drivers of customer experience change.
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Customer Experience in Travel
- 1. Customer Experience in Travel David Bulman January 22nd, 2014
- 2. Virgin as a driver of change
- 3. When customer experience really matters
- 4. First you need to really understand this
- 5. To do it well you need this
- 6. And very much this
- 7. Lest we forget these
- 8. But we can’t do it ourselves
- 9. Customer Experience in Banking
- 10. Are we a barrier to, or driver of change?
- 11. Which brings me back to this…