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Lydia's blog archive

2023 (5)
Lydia Coyle

Lydia Coyle

Management Consultant at Woodhurst
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Bio Lydia has spent her career helping Banks, Building Societies and Fintechs to improve their customer experience, reduce IT costs, remove operational risk, modernise and drive more profitable growth. Lydia is passionate about helping Building Societies deliver on their strategy and modernise in a sustainable way to ensure they continue to play an essential role in shaping the financial future for generations to come.


Financial Transformation

The Modern Mutual - What is your channel strategy?

27 Nov 2023

To navigate the complex landscape of channel strategy, Building Societies must consider their core mission of serving diverse customer needs while adapting to changing technological trends. How do Building Societies create the optimal physical channel strategy? Preserving the human touch: Branches can remain a differentiator and a key point of val...

Financial Transformation

The Modern Mutual - Launching Innovative Products at Pace

21 Nov 2023

How long does it take Building Societies to update products on the back of rate changes? Rapidly responding to market rate changes is critical for staying competitive, maintaining commercial stability and demonstrating that you are doing the right thing for your members. Speed matters: Being swift in updating your product offerings to reflect rate...

Financial Transformation

The Modern Mutual - Empowering Colleagues to Deliver Excellence

15 Nov 2023

Are Building Society colleagues doing high-value tasks that drive success of the organisation? "I want employees to have more time to provide good outcomes to the customer rather than doing lots of manual work. I want the customer experience and the employee experience to be as frictionless as possible." - Phillippa Cardno, CEO of Newbury...

Financial Transformation

The Modern Mutual - Crafting Exceptional Customer Experiences

06 Nov 2023

Building Societies often boast great NPS scores, but how do they ensure they are really offering an exceptional customer experience? Customers and brokers expect more than just friendly service. To ensure a great customer experience, technology, innovation, and customer-centricity must be embraced. Choice: Give customers choice in channels, product...