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Andrew Stevens

In the age of GDPR, why are banks still getting data management wrong?

Since the introduction of GDPR in 2018, it’s been clear that consumers have the right to know how their data is being used and that businesses must handle it with care. While the UK seems set to intr

10 Mar 2023
Andrew Stevens

Why banks need better communications during the cost-of-living crisis

A recent story revealed that thousands of bank customers are at risk of losing out on cash after being told to “call NOW or miss the best rates”. While lenders are generally expected to pass on any i...

18 Aug 2022
Customer Service 2015-2019-2025
Andrew Stevens

'Which?' raises the alarm: 'Digital-only' banks could exclude older customers

High street banks were in the headlines once again this week, this time with consumer group Which? reacting to the recent spate of branch closures. With high-street banks now closing at a rate of 54 ...

29 Apr 2022
Digital Banking Trends
Andrew Stevens

HMRC Warning on Scams is Only Half the Problem

This week, we heard the news that HMRC is warning Self Assessment customers to be on their guard after more than 570,000 scams were reported to HMRC last year. The news comes as a wake-up call for th...

18 Mar 2022
Exposing Financial Crime
Andrew Stevens

Bridging the gap: Rising Post Office use shows continued consumer appetite for in-person banking

UK institution the Post Office recently announced its branches handled a record £3.1 billion in cash deposits and withdrawals in December 2021, which is a 25% increase on last year’s number. The news...

17 Jan 2022
Customer Service 2015-2019-2025
Andrew Stevens

Why digital-first, not digital-only, is key for banks to deliver stellar customer experiences

The last remaining bank branch on the Isle of Scilly has announced that it is set to close in April next year, marking the end of in-person banking for the island’s residents. While the decision is du...

30 Nov 2021
Banking Strategy, Digital and Transformation
Andrew Stevens

Traditional banks must move away from a one-size-fits nobody digital approach

If traditional banks want to continue to be a vital element in their customers’ lives, they must refocus efforts. At present, they are prioritising a one-size-fits-nobody digital approach, that costs ...

09 Jul 2021
Customer Service 2015-2019-2025
Andrew Stevens

How banks can improve customer communication, as FOI reports banking nuisance calls rise 35%

This week, the results of a Freedom Information Request to the Information Commissioner’s Office revealed that complaints about banking nuisance calls and texts rose by 35% in 2020. This is particular...

07 May 2021
Customer Service 2015-2019-2025
Andrew Stevens

Don't be a nuisance: What financial organisations can learn from recent ICO crackdown

Last week, the Information Commissioner’s Office announced it has issued fines totalling nearly half a million pounds to four companies making nuisance calls to numbers registered with the Telephone ...

01 Feb 2021
Customer Service 2015-2019-2025
Andrew Stevens

Branching out: Why improving digital experiences is key to fending off challenger banks

When the pandemic hit, people quickly grew accustomed to carrying out a number of key tasks online, from grocery shopping to catching up with their friends and family. However, they were more enthusia...

29 Oct 2020
Online Banking
Andrew Stevens

How to ensure strong customer communication during the Covid-19 crisis

The way we bank has transformed over the past decade. The number of branches has fallen, while the growth of online banking shows no sign of slowing down. Although this has certainly been an adjustm...

01 Apr 2020
Online Banking
Andrew Stevens

Why banks' latest clash with the CMA proves the consumer is king

Last week, HSBC and Santander agreed, following CMA action, to refund customers after they both broke a legal order relating to unarranged overdrafts. Part 6 of the CMA’s Retail Banking Market Invest...

02 Dec 2019
Banking Regulations

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