Steve's blog archive

2020 (17) 2019 (6)
Steve Morgan

Steve Morgan

Senior Director, Financial Services Europe at Pegasystems
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Bio Steve Morgan is Pega's Industry Lead for Financial Services for EMEA. Career History Steve has a background in both management consultancy and executive roles in the financial services industry. He has led transformation programs at JPMorgan, Barclays, RBS and Deutsche bank, and was COO for mortgages and COO for Retail and Commercial Lending at ANZ bank.


Artificial Intelligence and Financial Services

Customer Service: How to Balance AI and Automation with Human Touch

19 Oct 2020

If automation is operating as it should, people should not need (or want) to talk to a customer service representative. But what if something goes wrong, or the customer has a complex query? Take the A-level results mishandling in the UK as an example. In theory, the algorithm should have worked, but it didn’t, and hundreds of students had to get i...

Customer Service 2015-2019-2025

How Can Banks Improve Their Service This National Customer Service Week?

29 Sep 2020

National Customer Service Week is held every year to highlight the importance of customer service within organisations - this year it is being held from Monday 5th through to Friday 9th October. As it approaches, I would like to consider why brilliant customer service has been so critical for banks this year, as well as how financial institutions ...

Customer Service 2015-2019-2025

Why banks need to build empathy into every part of their business

29 Sep 2020

During the COVID-19 pandemic, some banks have made it into the press for the wrong reasons – for their poor customer service. In one case, a bank’s customer had passed away after a long period of illness. Her daughter, who had power of attorney, informed the bank of her death and followed up five times to have the funds transferred and old bank acc...

Trends in Financial Services

What Will Banks Accelerate Next In Their Digital Transformation Journeys?

21 Sep 2020

COVID-19 saw banks accelerate their digital transformation plans, condensing them from year-long projects into a matter of weeks. In fact, research from Pega found that the pandemic increased organisations’ urgency for digital transformation, with 91% of all respondents admitting that changes are now needed for their business to survive in a post-...