Category Archives: Contact Centres

Will Customer Expectations Drive Fintech Faster?

I have written several thoughts about the growth in importance of Fintech in recent months and especially how it is set to transform the entire retail banking industry. By designing new financial services from the ground up and placing the … Continue reading

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Happy Staff Make Happy Customers

This post is by Sasha Jenkins, Business Development Director at Teleperformance UK. The media has not been kind to Chief Executives recently, with a lot of discussion about corporate leaders who earn too much and deliver too little, but one … Continue reading

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Redefining The Needs Of Bank Customers

Last week I attended a MarketForce event focused on customer experience in financial services. One of the key messages I took away from that event was the growing importance of data in the customer experience and how important it is … Continue reading

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Exploring the 2016 UK Customer Satisfaction Index

The UK Institute of Customer Service recently released the January 2016 UK Customer Satisfaction Index. This research is updated twice a year and explores the level and quality of customer service in the UK across various industry sectors, including both … Continue reading

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Banking Faces An Uber Moment in 2016

The former CEO of Barclays, Antony Jenkins, recently spoke in various media interviews about the global banking industry facing an ‘Uber moment’ in the near future. Jenkins warned that traditional bank headcount could shrink by 50% and profits on services … Continue reading

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Fintech will get serious in 2016

I have written in the past about how the financial services industry is changing in the UK, in particular how customer loyalty is being affected by the proliferation of price comparison engines and new start-ups offering services that are better … Continue reading

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Can RPA Really Support BPO?

I have recently written about the development of Robot Process Automation (RPA) as a way that robots are becoming seriously involved in Business Process Outsourcing (BPO) and what this means for the service industry more generally. My last blog suggested … Continue reading

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