Andrew Stevens

Andrew Stevens

Global banking and financial services specialist at Quadient
Message Message me Posts: 14 Comments: 0


Digital Banking Trends

'Which?' raises the alarm: 'Digital-only' banks could exclude older customers

29 Apr 2022

High street banks were in the headlines once again this week, this time with consumer group Which? reacting to the recent spate of branch closures. With high-street banks now closing at a rate of 54 branches per month, campaigners have voiced concerns that elderly and vulnerable customers won’t be able to access their cash or get assistance if the...

Exposing Financial Crime

HMRC Warning on Scams is Only Half the Problem

18 Mar 2022

This week, we heard the news that HMRC is warning Self Assessment customers to be on their guard after more than 570,000 scams were reported to HMRC last year. The news comes as a wake-up call for those who use the Self Assessment service, but it’s also a grisly sign that the true scale of email, text and call scams is likely much larger than any ...

Customer Service 2015-2019-2025

Bridging the gap: Rising Post Office use shows continued consumer appetite for in-person banking

17 Jan 2022

UK institution the Post Office recently announced its branches handled a record £3.1 billion in cash deposits and withdrawals in December 2021, which is a 25% increase on last year’s number. The news is hardly surprising given almost 5,000 bank branches have closed in the UK since 2015. Many customers have been left looking for alternatives for i...

Banking Strategy, Digital and Transformation

Why digital-first, not digital-only, is key for banks to deliver stellar customer experiences

30 Nov 2021

The last remaining bank branch on the Isle of Scilly has announced that it is set to close in April next year, marking the end of in-person banking for the island’s residents. While the decision is due to changes in consumer behaviour, with the branch used less often, this removes a key banking touchpoint for customers. The branch closure is one of...