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What’s my account balance? How can I make a payment this afternoon? And how are my investments doing right now? These are frequently the daily, and sometimes hourly, needs of today’s financial consume...
The introduction of call centres and then the fashion for off-shoring call centres in the 1990s can be considered to be occasions when many banks failed to replicate the customer experience they provi...
Going forward banks will have an increased focus on improving profitability. While bank profits have exceeded historic profitability rates, return on equity (ROE) is still low compared to the years pr...
I had dinner on Sunday night with three 13 year old girls. They were the daughter and two friends, of a close friend of mine I hadn't seen in a while. In addition to catching up on old times over a bo...
It has long been my personal feeling, based on over 20 years writing about banks (or banking or financial services or FinTech, what have you) that anyone who thinks it would be a good idea to start a ...