BAI Retail Delivery 2012, held in Washington, D.C., has come and gone, but the topics of discussion are sure to linger in the minds of attendees as they get back to their daily jobs. The confluence of channels, customer experience and the ever-increasing influence of mobiles were among the frequently talked about items at the conference. Here's a look at some of the biggest trends from the conference.
October 12, 2012
3. The Customer Is Always Right
They [customers] will tell you exactly what they want if you give them a forum to do it.
— Paul Wilmore, managing director of consumer markets for Barclaycard US. Wilmore talked about how the bank used crowdsourcing and customer feedback to determine the features of its new U.S. card product.
