22 October 2014

Alex Noble

Alex NobleCisco - London

First Direct - Lessons from Banks vs Supermarkets

06 October 2014  |  2161 views  |  2  |  Recommends 0

I’ve long been an admirer of First Direct. Recently I’ve begun to think that First Direct might be the model for how banks defend themselves from the rise of supermarket banking. First Direct is already as a model of how a niche subsidiary should be managed a bigger bank but it might also be a model for how banks develop offerings that can counte...

TagsMobile & onlineRetail bankingGroupInnovation in Financial Services
Alex NobleCisco - London

The Growth in Voice Biometrics for Banking

19 February 2014  |  2367 views  |  1  |  Recommends 0

It’s been an interesting week for those interested in Financial Services and how biometrics could be used in the industry. It was the subject of my last post on Finextra (“Voiceprints can counter ID theft, but other threats remain”), looking at Barclays’s use of Nuance and Cisco Voice Portal and last week on Finextra brought out some of the indus...

TagsMobile & onlineRetail bankingGroupInnovation in Financial Services
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Alex NobleCisco - London

Multi-channel or good channels?

25 September 2013  |  2799 views  |  1  |  Recommends 1

I’m very struck by one quote from the Tower Group report on multi-channel, "CEOs are realising that channel investments should be tied to specific experience goals and customers should be guid...

TagsRetail bankingInnovationGroupInnovation in Financial Services
Alex NobleCisco - London

Just where are you advertising? Brands, Social Media and CRM

07 June 2013  |  3436 views  |  0  |  Recommends 0

Nationwide Building Society did well to respond so quickly to last week’s social media campaign. The story and the whole news cycle highlights a new set of risks & challenges for CRM. What makes ...

TagsMobile & onlineRetail bankingGroupInnovation in Financial Services
Alex NobleCisco - London

Voiceprints can counter ID theft, but other threats remain

22 May 2013  |  2989 views  |  0  |  Recommends 0

I was surprised at the extensive coverage of the Barclays Wealth change in customer identification techniques. Barclays have introduced passive voice identification, so the system identifies callers a...

TagsRetail bankingInnovationGroupInnovation in Financial Services
Alex NobleCisco - London

Just how much change is coming to UK branch banking?

25 October 2012  |  3942 views  |  0  |  Recommends 0

Looking at the recent news stories or even just a quick glance at Finextra, a reader would have no doubt that change is coming to branch banking. What would be perhaps open to debate is the level of ...

TagsRetail bankingGroupInnovation in Financial Services
Alex NobleCisco - London

The challenge for RBoS positioning the Direct Line IPO

20 September 2012  |  5738 views  |  1  |  Recommends 1

On one level, selling Direct Line in an IPO looks straight forward. The business model is proven and is made up of strong, well established brands. It is the leading UK personal lines insurer with a 1...

TagsRetail bankingGroupUnified Communications in Financial Services
Alex NobleCisco - London

Why off shore service is returning to the UK

08 July 2011  |  7346 views  |  0  |  Recommends 0

It’s very interesting to see that Santander is bringing back 500 contact centre agents from India to the UK. This is good news for the UK economy, and is also part of a much wider trend in customer s...

TagsSecurityRetail banking
Alex NobleCisco - London

Wells Fargo: Can video help avoid disability discrimination?

27 June 2011  |  10180 views  |  0  |  Recommends 1

I was amazed by the report that Wells Fargo has ended up paying $16m for failing to provide phone services for deaf customers. Part of the amazement is that in the UK phone services for hearing imp

TagsRetail bankingGroupInnovation in Financial Services
Alex NobleCisco - London

Is video finally here for bank branch and contact centres?

08 March 2011  |  10910 views  |  0  |  Recommends 1

For as long as I have worked in financial services IT (and some time before), video has been trumpeted as the "next big thing" for retail financial services but has not taken off as predicte...

TagsOnline bankingRetail banking
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