The rise of experiential and analytical capabilities affects consumer and marketer behavior, raising the question of how these new capabilities impact the creation of utilitarian and hedonic value, an issue of equal concern to the business-to-consumer, the business-to-business and the social...

In recent years, major changes have taken place in the retail banking sector. The customer relationship has once more come to the forefront in terms of priorities. Issues such as customer retention, customer loyalty and communication are more important than ever for building future success. This...

In many countries, innovation in customer relationship management and customer experience has been given a higher priority than previously. There is a consensus within the industry that strong customer intelligence and an effective customer relationship management strategy can help financial...

The main topics that will be discussed include: Digital financial services - Marketing: greater intimacy with remote customers • Intimacy. What intimacy means for online and mobile customers. Customer centricity in a virtual world. • Digital communication. Customer experience in digital...