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We are seeing a state of flux in several areas of banking: customer needs, environmental obligations, banking requirements and more. Until now, it has been a struggle for banks to keep up and manage e...
In the last few decades, it is easy to generalise that banking has been, like most industries, focused on the quarterly, half, and full-year financial results. While this generalisation is unfair, the...
At the outset of 2020, nobody in the banking industry could have predicted the chain of events that would unfurl. But it hasn’t all been doom and gloom – this year has seen unparalleled technological ...
If automation is operating as it should, people should not need (or want) to talk to a customer service representative. But what if something goes wrong, or the customer has a complex query? Take the ...
National Customer Service Week is held every year to highlight the importance of customer service within organisations - this year it is being held from Monday 5th through to Friday 9th October. As it...
During the COVID-19 pandemic, some banks have made it into the press for the wrong reasons – for their poor customer service. In one case, a bank’s customer had passed away after a long period of illn...
COVID-19 saw banks accelerate their digital transformation plans, condensing them from year-long projects into a matter of weeks. In fact, research from Pega found that the pandemic increased organis...
The trend in digital banking is one that continues to build momentum. A widely held belief was that there are a number who resist - generally of the older generation – preferring to stick with more tr...
With banks and their customers being forced to shift a majority of their activity online as a result of COVID-19, it is only logical that the digital banking experience should get more focus. Now, the...
COVID-19 scattered workforces and business operations virtually overnight. At the same time, the impact of the pandemic has accelerated digital sales and service demand in ways that suggest permanent ...
When coronavirus hit the UK earlier this year, banks were incredibly quick to respond to their customers’ needs, with offers of mortgage freezes, payment holidays and loans. In fact, Britain’s high st...
The response of the UK government, like many others, has been opening up government backed loan support for businesses. As of the first week of June, over £31bn has been borrowed, although the Coronav...