Category Archives: Financial Services

Is Virtual Reality A Game Changer For Retail Banking?

Posted on September 26, 2016 by richardnichollstp1

We know that the banking industry is going through one of the most revolutionary periods in the last 300 years with the phenomenal rise in customers switching to mobile banking.  Figures recently released by the British Banking Association show internet banking … Continue reading →

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Can The Retail Banks Fight Fintech By Improving The CX?

Posted on May 18, 2016 by richardnichollstp1

A major new research study by the European Financial Management & Marketing Association (Efma) has found that efforts by major banks to fight the threat posed by fintech to their retail business may have result in a better customer experience but … Continue reading →

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Payments… Just Make It Easy For The Customer!

Posted on April 29, 2016 by simondillsworth

Pay with Amazon. Are these words now going to rival Pay with Paypal or Pay with Apple? I think so – for Amazon and their 285m users to enter payments is a significant event. Amazon has shown through their growth … Continue reading →

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Will Customer Expectations Drive Fintech Faster?

Posted on April 19, 2016 by richardnichollstp1

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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The ‘Uberfication’ of Financial Services

Posted on March 21, 2016 by richardnichollstp1

I recently attended the Marketforce 20:20 FS Customer Experience event and wrote about my initial reflections last week in my blog.  I wrote about the need for banks to change and become adopters of technology and new thinking and have … Continue reading →

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Redefining The Needs Of Bank Customers

Posted on March 16, 2016 by richardnichollstp1

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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A 20:20 Customer Experience in Financial Services

Posted on March 11, 2016 by Matt Sims

More than a year ago, the UK head of banking at Santander said that the banking industry is facing a Kodak moment. Steve Pateman was suggesting that banks are facing an existential crisis because of financial technology (fintech). We all … Continue reading →

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Banking Faces An Uber Moment in 2016

Posted on January 4, 2016 by richardnichollstp1

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

Posted on December 18, 2015 by richardnichollstp1

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 retail banking customers have it all?

Posted on September 22, 2015 by richardnichollstp1

As previously explored in my blogs customers like to take the path of least resistance which has resulted in a surge towards online banking and more recently banking through a smartphone App. A recent report from consultancy McKinsey has suggested … Continue reading →

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