“I’m following the ‘credit crisis’ with my CXP hat on, and specifically look at how banks try to keep their customers calm, explain what is happening in simple language, and make it easy for worried customers to talk to someone at the bank. Because it is hard to find out what instructions employees are getting to comfort customers, or what mail is being sent to customers, I went to the homepages of the top 20 banks in the UK and checked the experience customers are receiving.” (Tim van Tongeren – The Experience Design Scout)