Memorable experiences set brands apart

First Direct’s head of brand and marketing Zoe Burns-Shore says ‘humanity’ is the hallmark of the business’s customer experience.An obsession with customer joy combined with a focus on delivering memorable, personal experiences for consumers are the defining characteristics of the companies leading KPMG Nunwood’s 2016 UK Customer Experience Excellence top 100.
Claiming the top spot is First Direct, which has wrestled back its title from 2015 champion Lush, pushing t