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Sanat RaoInfosys Technologies Ltd - London

Check Out Your Checkout

11 September 2012  |  1546 views  |  1  |  Recommends 0

By topping the 2012 Customer Service Hall of Fame, Amazon made it three in a row. Sadly, a leading global bank too made a record of sorts by retaining the top position in this year’s Hall of Shame rankings, in which four other financial institutions brought up the rear. Here’s a sample of some other horrifying statistics. Between 5 and 15% of ba...

Sanat RaoInfosys Technologies Ltd - London

Banking Technology Goes Consumer

10 April 2012  |  3178 views  |  1  |  Recommends 0

Customers don’t buy products, they buy benefits. But for years, technology sales bucked this marketing wisdom, as vendors pitched platform against platform, arguing their case based on functionality and technical prowess to probing CIOs. Not anymore. The crisis marked a turning point, when banks started to monitor all discretionary spen...

TagsOnline bankingRetail banking
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Sanat RaoInfosys Technologies Ltd - London

Mobile : Banks That Dare: Will their guts come before glory

01 February 2012  |  3441 views  |  0  |  Recommends 1

At least one bank is ending 2011 on a high note. In December, Chase swept the honors in two mobile banking awards. Javelin Strategy and Research ranked their solution “Best in Class” above those of 24...

TagsOnline bankingRetail banking
Sanat RaoInfosys Technologies Ltd - London

An engaging New Commerce emerges

11 January 2012  |  2512 views  |  0  |  Recommends 0

At a seminar that I attended recently, the discussion turned to, what else, but the new consumer and how she has changed. But the consumer has always been an evolving species, so what’s new? In my...

TagsRetail bankingGroupInnovation in Financial Services
Sanat RaoInfosys Technologies Ltd - London

A Device for All Reasons and All Seasons

03 January 2012  |  2352 views  |  1  |  Recommends 0

Each time I surf a news site on my iPad, am I advertising my political leanings? Do my mobile transactions reveal my love for gizmos? Did a certain product company actually take my Facebook feedback ...

TagsPayments
Sanat RaoInfosys Technologies Ltd - London

Bank CEOs: Your Battle can be Won Online

15 September 2011  |  2828 views  |  0  |  Recommends 0

In a report by global PR firm Weber Shandwick says that while CEOs are certainly talking (97% CEOs communicated externally during the period of the study), they’re strangely silent online. Twitter, u...

Sanat RaoInfosys Technologies Ltd - London

Beat Complexity With Creativity

06 September 2011  |  2705 views  |  0  |  Recommends 0

What do global CEOs reckon is their toughest challenge? Dealing with complexity and breaking away from the traditional “managing change” response. And they surprise further by saying (in a recent glob...

Sanat RaoInfosys Technologies Ltd - London

MoreReasons Why Customer Service Should Be Banking Priority1

17 August 2011  |  3116 views  |  2  |  Recommends 0

I read somewhere that a bank’s customer taped 297 minutes of being put on hold by their call centre! While this may be an extreme example, there’s no doubt that poor customer service is standard fa...

Sanat RaoInfosys Technologies Ltd - London

Make Service and Not Just Services Multi Channel

03 August 2011  |  2444 views  |  1  |  Recommends 0

Heard on a service company’s answering machine: "We realize you are still holding. Please do not hang up, as this will further delay your call." The truth is that banks are also the butt...

Sanat RaoInfosys Technologies Ltd - London

The Business Value of Transformation is its Best Argument

12 July 2011  |  2685 views  |  1  |  Recommends 0

Over the past few weeks, I’ve followed an animated discussion about the total costs of core transformation on a banking discussion forum. Two interested parties are at work: first, bankers who balk at...

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