Jean-Pascal Nepper

Jean-Pascal Nepper

How banks are tearing down and rebuilding customer experience

“The customer is always right!” So goes the motto of good business. For a century or more, entrepreneurs, shopkeepers, and global corporate heads alike have been guided by this principle, but perhaps it needs to be slightly updated. Because, today, customers are not only right—they’re also telling you how to run your business. “The customer has […]

One microphone, five minutes, and €50,000

Luxembourg’s fintech scene is not quite like anything I’ve seen elsewhere. Startup contests—and I’ve been to loads—all share a common energy, an ambitious spirit, a love of the future and the futuristic. Fintech in Luxembourg has all that, of course, but it has something else too. It has a relaxed togetherness, forged by the smallness of the country […]
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Market intelligence and social listening: what they are and how to use them

Want an early warning on emerging trends in a certain sector or business area? Need to know what the web thinks about your company? Such demands should be simply met these days, with the wealth of information available out there, but in practice it is more easily said than done. Finding the gems of data that can transform your business, or simply those that are […]

New KPMG study ranks Luxembourg brands by customer experience

“Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.” So said Steve Jobs. In other words: companies can find the future in the present, if they can understand their customers on careful and profound terms. Building a full customer context Traditionally, companies have focused on the […]

Which would you rather lose: phone or wallet? (and why this apparently trivial question is relevant to private banks)

Web banking, mobile apps, disruption, chatbots, robotic automation processes, robo-advisors… quite a slew of new terms have fast become ubiquitous amongst private bankers. In just a few years, new technologies have redefined how relationship managers can interact with their clients. It wasn’t too long ago that some private bankers were still studying the dig […]

Digital vs. human labour: the rise of the humans

Hardly a day goes by, it seems, without apocalyptic warnings that robots in the workplace will create a dystopian destiny. Indeed, we seem to receive gloomier and gloomier statistics nearly every day, according to which labour performed by robots, or digital labour, is going to put half of the active European population out of a job in the next 5 to 10 years. […]