Rob Burden on the topic "Changing Consumer Behavior"

Through COVID Customer Expectations have changed dramatically. We asked Rob Burden, Head of Digital Marketing Delivery at Latitude Financial Services, about his point of view on key changes, challenges for organisations, and tips on immediate quick wins in his industry.

Consumer behavior and expectations have dramatically changed since COVID 19. 

So we asked Experts three questions on the topic changing consumer behavior, challenges for organisations, and immediate actions to take to stay on top of the Experience Economy. 

Some of Rob's key recommendations include: 

  • Bring legacy infrastructure together with new capability.
  • Deliver connected cross channel experiences (online and offline).
  • Train the team so they are equipped with the skillsets and thinking to deliver against new customer expectations.
  • Optimise processes and operational model to support a connected experience.


Customer Experience is a key differentiator.

Focus on prioritising your immediate quick wins, while establishing a plan on how to deliver against strategic objectives.

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