Richard Broadbent

VP Software, UK/I at Diebold Nixdorf

Message Posts: 22 Comments: 2

Bio With 25 years' experience of working within the Financial Services industry, I have a wealth of industry knowledge and experience which proves invaluable for my role as VP Software at Diebold Nixdorf UK/I. Career History Prior to joining Diebold Nixdorf, I most recently held the position of VP Strategy and Channel Development at Fiserv where I was responsible for the development and evolution of the International Strategy of a Fortune 500 technology company.

Blogs

Treating fraudsters to a taste of AI medicine

05 Jul 2018

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 everyone involved. Over £1bn has been stolen from bank customers through credit and debit card fraud in the past 12 months and one in 10 people in the...

Is AI a fad or reality for financial services today?

16 Mar 2018

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 recommendations and image recognition, AI technologies have found no shortages of real world applications that are quickly becoming a familiar part of our daily ...

How customers are changing the banking industry

17 Jan 2018

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 can see that banks are working hard on innovative ways of connecting touchpoints and utilising their data in a more meaningful way. And as a customer...

Winning hearts and minds - with tomorrow's bank branch

28 Jul 2017

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 branches still have a relevant and important role to play. To keep winning customer’s hearts and minds however, they must continue to transform. Aware of...

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Richard is Commenting on

How customers are changing the banking industry

Firstly, thank you both for your comments, and for joining the debate. The main driving force for banks is customer demand for a more consumable experience – and whilst some progress has been made, there is still a long way to go. The likes of Monzo and Starling who are providing new agile banking services – in part spurred on by Uber and other consumable businesses - have transformed customer expectations in recent years. Why shouldn’t customers have this level of service from their traditional banks too? I agree that UX and CX are key components of improving customer experience, but this is somewhat restricted to a banks existing channels. Customers don’t think in channels, they think in terms of services they want to consume. Without first establishing the infrastructure and data driven insight required to operate in a world where customers will ultimately choose how they engage their bank, UX and CX become secondary.

22 Jan 2018 Reply Read article

Cash is Still King

Thanks for all your comments – it’s great to see we’ve sparked a debate. With electronic payments and contactless options gathering pace, the debate will only intensify. What’s important, however, is that cash will remain a core payment method for quite some time. Recognising this and supporting customer journeys that involve cash alongside those for digital is a must for financial institutions.

10 Apr 2015 Reply Read article