Latest opinions that Alex Bray has shared on Finextra

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Alex Bray

AVP, Omni-Channel Acquisition & Servicing

Genpact

Member since

05 Feb 2011

Location

London

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Alex's opinions

Outside-in - The Key to Customer Onboarding

The giants of ecommerce have brought about the most radical change in how the world works since the industrial revolution. Apple, Amazon, Facebook, Alphabet, PayPal, and so on have transformed the way businesses and consumers interact. Consumers today are increasingly leading digital lives, with access to technology and information to help them ma...

29 June 2018 /retail Trends in Financial Services

Is Monzo’s new IFTTT service the Initial Operational Test for IOT in banks?

Monzo, the British neobank, this week announced an integration with one of the world’s largest automation platforms, IFTTT. Their objective is to give customers the freedom to build their own integrated services, bringing together their devices, apps and financial data. For example, customers will be able to reward themselves every time they visi...

12 June 2018 /retail Digital Banking Trends

Are there branches in the Star Trek universe?

The big news in U.K. retail banking last week was that the Royal Bank of Scotland is planning to close another 158 branches. The bank states that basic transactions have fallen by 43% in 7 years. Yet again, this announcement throws into relief the old discussion about the place of the branch in an omnichannel world. There's been much written on bo...

27 March 2017 /retail Futuristic Banking

Skinny and cuddly? How can your omni-channel experience be lean and customer-centric?

As we leave the Christmas season behind, my mind has turned to the inevitable thought of dieting. It is sad and depressing. As ever, I want to eat more and still obtain the perfect physique (which is a long way off!). It is the same in the omnichannel world. Gartner has estimated that by 2017, 50% of consumer product investments will be redirected...

06 January 2017 /retail Innovation in Financial Services

'Omnia omnibus' - what does omni-channel really mean to banks?

‘Omnia omnibus’ means ‘all things to all men’ in Latin. That is a good way to start a discussion on the meaning of omni-channel to banks. As with so many other financial services buzz phrases, omni-channel means many different things to different people. Certainly, there is an acknowledgement in the industry that banks need to be more omni-channel...

19 September 2016 /retail Online Banking

Bank of Pikachu? What does Pokemon Go mean for banking?

You cannot have missed the latest craze for Pokémon Go. Hordes of zombified individuals are wandering around your city, staring at their mobile devices. They are hunting for Pokémon. These ‘pocket monsters’ are animated characters which users collect, train and fight. Users visit PokéStops and Pokémon Gyms hoping to catch wild Bulbasaurs, Pidgeot...

25 July 2016 /retail Innovation in Financial Services

Wearables Are the Catalyst for a New Payments Tech Wave

New technologies are allowing us to reimagine the entire customer payment experience. In the future, the only mandatory inputs for a transaction will be the merchant’s price and the customer’s acceptance. These will be configured to require minimum effort from a customer. For example, at the most extreme with a low value payment, a customer could p...

08 January 2016 Online Banking

All grown up - Mobile Banking reaches the middle of the mainstream. So where now?

I have just read a fascinating report from ING. In their International Survey, ‘The Rise of Mobile Banking and the Changing Face of Payments in the Digital Age’, ING have surveyed users across Europe and the US. The key message for me is that mobile banking is now mainstream. After all, it is used by 41% of Europeans. The good news for those invol...

21 April 2015 /retail Online Banking

20 Dollar Smartphone - what does it mean for mobile banking?

In every market I visit, the message is clear – it is all about channel innovation. A couple of weeks ago, I attended the West African Banking Dialogue in Lagos. This event brought together top banks from across Nigeria and Ghana to discuss the future of banking in the region. Again and again, banks looked at the future of digital and how it would...

31 July 2014 Online Banking

Retail channels - competing and cannibalising?

Over the years, the banking industry has been adapting to a consumer migration from bricks-and-mortar branches, to digital points of interaction. To handle this movement, banks have built up the range of functionality in each of their multiple channels to deliver the best possible customer experience: delivering ‘multi-channel banking’. This appro...

15 April 2014 /retail Online Banking

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