In this discussion, Graham Hill, a senior associate at Optimum Partners, shared his insights on service quality, decisioning, governance, and value exchange, particularly in the context of open banking. 

The conversation covers the impact of regulatory frameworks like the UK's Consumer Duty on retail financial firms, the role of customer-oriented innovation, and the importance of understanding customer jobs and outcomes. 

We also got to discuss cultural differences in service perception and the evolving role of technology in enhancing user experience.

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