Category Archives: Financial Services

Is Virtual Reality A Game Changer For Retail Banking?

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?

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!

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?

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

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

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

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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