James Edmonds: Customer experience - holding up the mirror

One of the biggest changes in the financial services sector in the past 21 years, is the focus on customers.  This may seem a strange statement to make, but financial services has traditionally been a sales-orientated sector, rather than a solutions one. For the advice sector, it hasn't been easy to work in an environment where fees and charges were more important that the value that advice offered.  Having spent most of my working life in the customer experience realm, I can tell you that customer experience can be a lonely field. Holding up a mirror to an organisation and its senior...