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I’ve long been an admirer of First Direct. Recently I’ve begun to think that First Direct might be the model for how banks defend themselves from the rise of supermarket banking. First Direct is alrea...
It’s been an interesting week for those interested in Financial Services and how biometrics could be used in the industry. It was the subject of my last post on Finextra (“Voiceprints can counter ID ...
I’m very struck by one quote from the Tower Group report on multi-channel, "CEOs are realising that channel investments should be tied to specific experience goals and customers should be guided...
Nationwide Building Society did well to respond so quickly to last week’s social media campaign. The story and the whole news cycle highlights a new set of risks & challenges for CRM. What makes i...
I was surprised at the extensive coverage of the Barclays Wealth change in customer identification techniques. Barclays have introduced passive voice identification, so the system identifies callers a...
Looking at the recent news stories or even just a quick glance at Finextra, a reader would have no doubt that change is coming to branch banking. What would be perhaps open to debate is the level of ...
On one level, selling Direct Line in an IPO looks straight forward. The business model is proven and is made up of strong, well established brands. It is the leading UK personal lines insurer with a 1...
It’s very interesting to see that Santander is bringing back 500 contact centre agents from India to the UK. This is good news for the UK economy, and is also part of a much wider trend in customer s...
I was amazed by the report that Wells Fargo has ended up paying $16m for failing to provide phone services for deaf customers. Part of the amazement is that in the UK phone services for hearing impa
For as long as I have worked in financial services IT (and some time before), video has been trumpeted as the "next big thing" for retail financial services but has not taken off as predicte...
It was a surprise last week for me to see the news that Barclays was to sack 1,000 Financial Advisors from their branch network. It’s a while now since I last worked on bank branch IT, but when I did...
An interesting story last month on Silicon.com, that the UK Department of Work & Pensions has abandoned its trials of voice biometrics as an anti-fraud tool.This is not a snap decision, as Silico...