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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...
Did you think that it is always the customer who is at the receiving end of cleverly devised communication strategies and costly services? Think again. Recently we have seen some colourful examples of...
Mobile shoppers are on the rise and mobile device owners are fast becoming a lucrative shopping demographic. So why are mobile players still sentencing their customers to unnecessary friction at the c...
Can banks transform themselves to remain relevant both in the financial economy and for the network economy? Traditionally, the role of the banks have been to be collect money from people who have mon...
The benefits of having a simple structure, easily navigable for both processors and humans in a bank’s architecture are a boon not only to each individual bank, but the bodies that oversee them as wel...
From September 2013, the starter’s pistol will fire and banks will be required to speed through customer bank account switching within seven days. This is in line with the Vickers report’s recommendat...
One represents the convergence of four individually disruptive technologies into a symbiotic stack that even onomatopoeically conjures a hit – SMAC! The other is, well, the treasury function – a centr...
In the battle for retail banks to reduce costs, services are becoming progressively more automated. Banks are looking to empower customers with the technology to answer their own queries about balance...
The fragmented state of the banking industry and, arguably, the relatively conservative policies of the Indian banking regulator Reserve Bank of India, have kept the assets of Indian banks somewhat su...
It’s a common scene: a customer waiting patiently for a card transaction to be processed. In most cases it only takes a few seconds, but it can certainly seem longer. While some staff may try and fill...
In effort to better understand the mobile payments space I find myself spending considerable time speaking with retailers. Retailers - particularly those who have implemented their own closed-loop wal...
In an era of mobile first, when any software product manager is chastised for not putting mobile front and center in any roadmap, and when online giants like Facebook pivot to mobile in a big way (or ...