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Andrew Stevens

Communicating change: cost or opportunity?

Not a lot of things seem certain in the UK economy at the moment, but most people seem to agree on the fact that the Bank of England may well raise interest rates in the not-too-distant future. As an...

30 Oct 2019
Customer Service 2015-2019-2025
Andrew Stevens

Which? reports branch closures, but banks must maintain a physical element to customer experience

Which? has released a research report showing more than a third of bank branches have closed in the last five years. The consumer group found that 3,303 branches closed between January 2015 and Augus...

08 Oct 2019
Disruption in Retail Banking
Andrew Stevens

The CMA’s latest customer satisfaction in banking survey

The Competition and Markets Authority has published its latest personal banking service quality report. The survey asked UK current account holders how likely they would be to recommend their provider...

16 Aug 2019
Banking Strategy, Digital and Transformation
Andrew Stevens

Extinction, or revolution: has the time come for banks to move away from dedicated apps?

Mobile banking applications have become a common resource for customers over the past decade, from checking balances to transferring money between accounts and setting up new payments. The boom in dig...

15 Aug 2019
Online Banking

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