The Management Blog

In this second blog on ‘customerization’ we take a look at the banks, another industry that is seeking to make their customers responsible for transactional activity that was previously done by the business.
The ubiquitous ‘hole-in-the-wall’ cash machine – or, more correctly, the automated teller machine or ATM – is a product of the 1960s with […]

There are different interpretations of the term ‘customerization’ and in my next few blogs I will look at one aspect: the process in which the customer is encouraged or made to carry out the transactional activities of the business.
Close on 50 years ago, my father, then working for Mobil, was project manager for the […]