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Wanting a change from Brexit articles (too many of them are just too much speculation), I was looking back at some of the news stories from earlier in the year that I’d meant to blog on but hadn’t man...
It’s been fascinating having the equivalent of a ringside seat for the London and New York rounds of the Barclays Techstars Accelerator. The two cities have some of the most innovative FinTech start...
Payments are evolving at a staggering rate. Yet despite the hype around the new payment methods, the way a 150 year old transport network has driven payments adoption is perhaps as significant. The ad...
There’s a sense of inevitability about today’s announcement from the BBA, that in Britain customers are predominantly using mobile banking. Customers like to be able to do their basic transactions qui...
Current customer experience research shows that (whenever asked) consumers state that they like bank branches and prefer banks with branches. Yet the evidence of their behaviour and mobile adoption r...
It’s been a fascinating contrast between the statements of Ana Botin and Francisco Gonzalez. In her first interview, Ana Botin (the new Global Chairwoman of Santander, formerly CEO of Santander UK) t...
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 ...