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I hear a lot of individuals in the financial services space expressing concerns about the risk of conducting business online, the lack of privacy in social media, the issues of identity theft and so f...
The EU’s 2009 e-money Directive aimed to enable the design of new, innovative and secure electronic money services. In some ways Europe has come a long way in this area: use of credit and debit cards...
We all know that financial services companies of all sizes are facing tough economic challenges at the moment. These challenges are coming from one of the toughest directions possible: customers do no...
With confidence in the financial system taking a hard knock, few things are more important to banks at the moment than keeping customers happy. Talk about customer-specificity has been doing the round...
This blog was created while Mark was working at The Logic Group. Contactless payment technology continues to develop; it is a hot topic of discussion as Barclaycard rolls out an update to its TV adver...
This week I've met with some very interesting people and the subject of social media has been high on the agenda. Yesterday, I met with Tom Cannon, who is leading the charge on the Internet Banking in...
Panorama ran a 30 minute programme last night on banks - old-fashioned, high street, retail banks. In true mainstream media style (I'm getting increasingly frustrated with the BBC of late) the focus w...
This report truely suggests that a time has arrived for comprehensively utlising the Online Banking channel from multiple dimensions. Traditional Banks are struggling to keep pace due to a) competiti...
When you read a definition of Customer Experience you invariably will see two elements - the lifetime experience of the customer, and the total experience of the customer day to day as he engages in t...
I'd love someone to explain why it seems impossible these days to get any degree of consistency from organisations, especially when they have so much computing power available to them. I recently got ...
The foundation of trust created by banks such as JP Morgan and Goldman Sachs, has taken a real battering lately as a result of sub-prime loans, collateralised debt obligations and credit default swaps...
With all this talk about the customer centricity over the past few years, it got me thinking, is it really enough? In my view, it isn’t. Customers’ expectations have moved on. As such, banks need a di...