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In a previous blog post titled Gain Social Media And Lose The Call Center Hold Music, I’d written about how customer service via social media is a great experience for customers of airlines, banks, i...
THE BIGGEST SCANDAL IN SOFTWARE DEVELOPMENT Many years ago I was invited by a UK FTSE 100 company to a meeting to discuss a project to audit one of their legacy applications and to make recommendation...
We ran two rather unusual focus groups this weekend, discussing mobile payments. The first group was represented by "blue color" mainstream and "circumstantial" techno-ignorant lat...
With the Adoboli trial beginning today, please indulge me and allow me to once again look at the stock markets, and more specifically the traders that play within them. I will start with a fairly obvi...
The emergence and rapid proliferation of chip and pin cards across the globe is not a surprising phenomenon. These cards were first introduced in Europe and rapidly spread to Asia but have just entere...
Dear Bank IT Manager, It has been a long absence since I wrote down my latest post in March. Well, I have no excuse, at least none that can be made public. During this time several people have contact...
Usually, customers need to be authenticated before they can access their banks' services. The authentication mechanism may be token-based for electronic access, signature-based for branch services or ...
Myth One: Is it really contactless? Contactless payments are marketed by MasterCard as "Tap and go". If you tap, that's a contact... To differentiate itself, I guess, Visa is using "W...
One of the hot topics for the financial industry, the tech industry, retailers and consumers has been the development of payments via a mobile phone. Most of the talk is about how adoption will be imp...
As people increasingly experience the rich and simple user experience in their day to day life through smart phones, feature phones, tablets and other such communication devices, the expectations cros...
I was at a Mobile event recently when the topic of gamification in banking came up. It’s a term that has come to polarise so many opinions. I happened to be on the panel when a member of the audienc...
The goals of eliminating tax evasion and black market goods has definitely been achieved through the mandatory enforcement of electronic invoicing by Latin American governments. For example, Brazil ha...