In our latest series of interviews, we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. This week we’re speaking to Sam Stern, the Principal Analyst serving customer experience professionals for Forrester. Hi Sam, how did you end up specializing in CX? Forrester has been covering this area for 20 years so when I joined 14 years ago I managed to familiarize myself with CX quite

Read More »

By Glenn Shoosmith, CEO of BookingBug As a founder, you don’t necessarily get to choose where your business is “born”. Where you find yourself when it comes to seeking investment, scaling and growing a team, is often a matter of chance rather than a matter of choice. Unlike many in my position however, I did have the opportunity to choose. As a Brit living in Hackney with an American wife, there were many heated discussions about whether London was

Read More »

In the next instalment of our series of interviews with the world’s leading lights in banking, we caught up with Joy Macknight, transaction banking and technology editor at The Banker, to get her views on what could make and break the banks in the next few years. Hi Joy, what trends are leaping out to you in banking technology today? All banks are grappling with what to do with their branches. So there’s a lot of debate around

Read More »

With the former Barclays’ Chief saying that “blockchain could destroy the core of banking” and Capital One’s Financial Chief Information Officer admitting “banking is the ripest industry for disruption”, it’s clear traditional banks are going through a tumultuous time. To get to the heart of the subject we caught up with Tanya Andreasyan, Editor of Banking Technology Magazine, to find out what she’s seeing from inside the eye of the storm. Hi Tanya, what trends are leaping

Read More »