Scottish Widows must be one of the most iconic brands in UK financial services.
And after almost a ten-year absence they are about to launch back into the adviser protection space.
My guest today is heading up that relaunch. Whilst she isn’t going to tell you all the secrets of the new proposition she does drop some tantalising hints.
Esther is passionate about customer engagement and share her views on what we as an industry need to do to improve that engagement.
Hear Esther talk about the importance of using emotions rather than statistics to empathise with customers.
Listen how looking at completely different propositions, in this case Spotify, can give you a different perspective on customer engagement.