3 Results from 2013
Alex Noble Account Director at McAfee
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 to the channel that best suits their needs". I don’t want to be too harsh, but surely that was always the point of multi-channel? As someone who...
25 September 2013 /retail Innovation in Financial Services
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 it especially challenging is that there were no objections to the content of the adverts or Nationwide itself. The problem was the context in which the...
07 June 2013 /retail Innovation in Financial Services
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 as they speak to an agent in natural language. It is a challenging way of doing ID&V over a phone–line, but when it can be made to work it has hu...
22 May 2013 /retail Innovation in Financial Services
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