In this conversation, Merete and Joanna engage with Peter Aitken, head of customer strategy and insight at Kantar, discussing the critical role of customer experience in banking.

They explore the importance of trust, current trends in customer experience, effective measurement strategies, and the relationship between marketing and customer experience. Aitken shares insights from his extensive experience in the financial services sector, emphasizing the need for organizations to invest in customer experience to drive long-term growth and brand loyalty. In this conversation, Peter Aitken discusses the significant impact of digital experiences on brand perception, using examples from various companies, including Starbucks. He emphasizes the importance of customer experience as a growth driver and the need for effective measurement strategies. The discussion also touches on the role of AI in enhancing customer experience and the evolving landscape of brand management.

Find Peter Aitken on linkedin here: https://www.linkedin.com/in/peteraaitken/