Metro Bank is a UK bank that aims to put customers and colleagues at the heart of everything they do. Their CEO Craig Donaldson tells us how they achieve customer-centricity in an omnichannel world, what the barriers are to creating enthusiastic, loyal fans… and why it makes commercial sense to do so. Hosted by Andrew Stephen, L'Oreal Professor of Marketing at Saïd Business School (Oxford University) and Bart Michels, Kantar UK Country Lead.