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The clamour for regulation even sits with those using BNPL many of whom don't realise it's not yet regulated!

See post here based on some research done last weekend....https://www.linkedin.com/posts/neilccallaghan_buy-now-pay-later-how-does-it-work-activity-6876521365298589696-FDeP

Really interesting comments there; the new differentiator is emotional connection and not just in FS - we recently launched a programme to measure Emotion in CX with a DIY retailer here in the UK. Measurement allows the client to understand how close they are to the ideal emotional signature and how to bridge the gap in order to drive customer engagement and all the benefits that can bring.

It's all based in the recognition that customers 'feel' (system 1) before they 'behave' before they 'think' (post rationalise in a system 2 way) and yet, for too long, everyone has only measured the 2nd 2 because that's where the data was - with system 1 tools we can now measure where the majority of decisions amd reactions are made.