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Fraud is an issue that remains constant in the financial services sector. It creates trust problems between consumers and FIs, it can discourage consumer uptake of new services and it’s expensive for ...
Artificial intelligence (AI) is starting to impact our lives faster than we can imagine. From Amazon’s digital assistant Alexa, which is now in over five million homes, to online shopping recommendati...
As both a banking customer, and a software professional, I can’t help but notice that the financial services industry is going through a period of unprecedented change at the moment. In my day job, I ...
One of the biggest questions in modern banking is how branches can maintain their relevance in an increasingly digital age. Usage of mobile and internet banking has grown exponentially, but bank branc...
Like companies in many industries, financial institutions are under pressure to chart a new course by reshaping their business models to compete in a world of changing customer expectations. There is...
These are challenging times for retail banking operations. The entire financial services industry is undergoing drastic changes - increased regulation, the development of new services, a serious push ...
It’s incredible how quickly new technologies change consumer habits. Looking back, the arrival of the ATM clearly meant consumers could get access to cash 24/7 but what it really changed was their exp...
As a consumer today, we expect our banks to know us when we walk through the door and advancements in technology should be making this easier. When I started my working life in the early 90’s, the bra...
Digital technologies have been driving the evolution of customer service over the last few years and this is rapidly changing the way financial organisations, and their customers, think about customer...
Last year more than 18,700 attacks were reported on Europe’s ATMs - that’s nearly 1 in 20 ATMs impacted by security breaches and that doesn’t include those that go unreported. As the demand for cash r...
The wind of change is starting to blow through financial services. With a few exceptions, customers of banks are quite often an unhappy bunch. Just looking at some of the latest research on current ac...
In response to the increasing demands of today’s always connected consumer, the term customer experience has become more than a simple buzzword. Used as a key brand differentiator for all types of ind...