[MUSIC PLAYING]
CARLTON HOOD: I think the
biggest challenge for our
industry at the moment
is loyalty.
I run an internet company that
is looking to get people to
shop around for financial
services.
So I suppose you could say that
the whole premise of our
business is based on getting
people not to be so loyal, to
look for the best deal.
And now we're finding that
actually there are other
competitors in the market doing
exactly the same thing,
and we're struggling to
get our customers
to be loyal to us.
I think it's about the challenge
of creating a
relationship in a world that
is increasingly busy,
increasingly complicated, where
everybody's remote,
where you're not necessarily
talking to individuals anymore
but you're doing it digitally.
And I think that's the
challenge, that we're trying
to create a connection in a very
crowded digital world.
[MUSIC PLAYING]
