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Recently I represented The Banking Scene at Money20/20 Europe. I skipped one year, so my last edition was in Copenhagen. Man… this conference has grown. The coffee I took at the entrance, was almost c...
The titans of the banking industry need to set aggressive aspirational goals and execute upon strategic platform building capabilities to grow top line revenues, take their business beyond their core ...
Too often organisations have used automation technologies such as chatbots as a ‘first line of defence’ against their customers, when actually there is often more valuable opportunity to create new an...
Imagine you have a short-term cash need [university fees for your kids] but you do have some long-term bonds in your investments portfolio. Wouldn’t it be great if your bank allows you to temporarily ...
Millennials, a generation of digital natives that grew up amid the fastest period of technological change in history are, according to new independent research, the age group least likely to borrow fr...
At least for the foreseeable future, the big players in banking aren’t going anywhere and they remain some of the most trusted institutions in our society, despite what people might say (very much a c...
I am a decisive person. I favour action over endless debate and discussion. Winston Churchill said “Meeting jaw to jaw is better than war.” BUT, certainly in the UK, we “jaw” too much and get too litt...
We’re fast approaching a complete transformation in the way we consume financial services. In the future, the bank as we know it won’t define how its services are delivered, the demands and expectatio...
Peer to Peer Lending and many other online direct lending software models are changing. We have studied different models in the online loans market for over a decade and there have been significant sh...
Recently, customers have broad access to knowledge regarding banking products and services. However, when browsing a bank’s website, they often rely on support through remote channels i.e. chat, audio...
In 2017, it was reported that the payment protection insurance (PPI) scandal had cost some of Britain’s largest high street banks more than £34bn. Yet our analysis of over 1.25 complaints shows that t...
Evaluating customer journeys and business models are more relevant than ever. The service model is changing accordingly to sales and service processes which are enabled in digital channels. Regardless...