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Andrew's blog archive

2019 (4)
Andrew Stevens

Andrew Stevens

Global banking and financial services specialist at Quadient
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Customer Service 2015-2019-2025

Communicating change: cost or opportunity?

30 Oct 2019

Not a lot of things seem certain in the UK economy at the moment, but most people seem to agree on the fact that the Bank of England may well raise interest rates in the not-too-distant future. As any lender or homeowner knows, this means significant changes both for mortgage holders and providers, and over the longer term, increased costs. These...

Disruption in Retail Banking

Which? reports branch closures, but banks must maintain a physical element to customer experience

08 Oct 2019

Which? has released a research report showing more than a third of bank branches have closed in the last five years. The consumer group found that 3,303 branches closed between January 2015 and August 2019, leaving just over 6,500 branches open in the UK. It was concerning to see that the closures were led largely by the ‘Big Four’, with RBS Grou...

Banking Strategy, Digital and Transformation

The CMA’s latest customer satisfaction in banking survey

16 Aug 2019

The Competition and Markets Authority has published its latest personal banking service quality report. The survey asked UK current account holders how likely they would be to recommend their provider to a friend, relative or other business. When the CMA launched this report six months ago, it seemed a natural fit when most customers rated a bank w...


Online Banking

Extinction, or revolution: has the time come for banks to move away from dedicated apps?

15 Aug 2019

Mobile banking applications have become a common resource for customers over the past decade, from checking balances to transferring money between accounts and setting up new payments. The boom in digital-first challenger banks such as Monzo has seen high-street banks roll out new app features to compete and keep pace with customer trends. With f...