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A YouGov survey, which came out earlier last month, gave a startling insight into UK students’ attitudes towards a career in banking. With just two percent stating that they consider working for a ban...
It seems like speech analytics has been around forever. Yet mainstream enterprise adoption has remained elusive. This is not for lack of desire. In a survey carried out by Forrester in 2011, the two t...
One month on from Project Verde, what have we learnt? Back at the end of last month, I wrote a piece for the Guardian about the collapse of the Project Verde deal, and what that debacle said about the...
Today's banking customer can interact with their financial institution through more channels than ever, and the channels selected can have a significant impact on bank revenues as well as customer sat...
There has been a consistent growth in the number of Crowd-funding platforms all around the world. This is quite understandable given that they address a niche segment of the market that no other finan...
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...
The relationship between retail banking customers and their financial institutions can often be described as strained and tumultuous. The role played by banks in the global financial crisis and its se...
Digital channels are all about sales. If they aren't, then you're doing something wrong. First and foremost, banks are about creating wealth. To do that, banks need to help their customers articulat
Two out of every three people that 'walk' into your 'online store' will shop around, select items to buy, add them to their basket and proceed to checkout. Then just as they pull out the credit card, ...
Last week, the Co-Operative Bank experienced a six notch downgrade by Moody’s rating agency, based on an increased “problem loan ratio” – launching the financial world into concerns around a potentia...
During the past few months the banking sector has been under tight scrutiny due to its lack of control of IT systems. As mentioned in a previous blog, the financial industry is failing to keep up with...
We’ve all heard the joke about the tortoise who goes into the police station to report that he’s been mugged by a gang of snails. “Calm down and tell me everything,” says the policeman and the tortois...