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The first Internet banking service was launched by the Nottingham Building Society in 1983. Thirty years on, the face of retail banking is unrecognisable, but banks still need to grasp new technologie...
I worked on the first web-chat deployment at a high street bank back in 2006. At the time, we were convinced it would deliver us a range of sales and customer satisfaction benefits. And yet, it floppe...
I'm a big fan – and former employee – of Big Blue. So it's always good to see the innovations that continue to emerge out of the IBM Labs. In their latest offering, reported by Finextra last week (htt...
If banks don't develop a second generation digital channels strategy, they won't be around in 10 years time. It sounds like a bold statement, but it is a pretty safe bet. Customer behaviours, right ar...
It was announced this week at the Commonwealth Telecommunications Organisation’s Annual Forum in Nigeria, that the Alliance for Affordable Internet (A4AI) is to be launched to drive down the artific
In an era of mobile first, when any software product manager is chastised for not putting mobile front and center in any roadmap, and when online giants like Facebook pivot to mobile in a big way (or ...
The relationship between retail banking customers and their financial institutions can often be described as strained and tumultuous. The role played by banks in the global financial crisis and its se...
Digital channels are all about sales. If they aren't, then you're doing something wrong. First and foremost, banks are about creating wealth. To do that, banks need to help their customers articulat
The adoption of Personal Finance Management (PFM) tools is widely reported as being subpar. Most of the data on the subject is US-based so far. Analysts from Celent said some time ago that only 3.8%...
In a paper SEPA looks wonderful, but implementation is lacking. Just in my own experience I run in to difficulty few weeks ago, because SEPA could not deliver the promise. I paid a bill from my belgia...
A recent CUinsight article by this topic explores the untapped up-side in marketing via the eStatements channel. The post was made by a vendor in this business. Nothing wrong with selling, but... In m...