Social media in particular has been a huge game changer in marketing because customers get to give feedback on their experiences with a brand on very public platforms.

The recent debate surrounding Nyaradzo Group products is a case in point. Social media has worked out differently for different contexts, but in general it has revolutionised marketing as we know it.

The service culture in the financial services industry has over the years gravitated more and more towards a customer-centric approach, and technology has been a huge catalyst in this transformation.