Challenging the challengers on customer communication

27 Nov 2015

Anthony Thompson, former founder of Metro Bank, laid down his vision for banking recently in an interview with Marketing Week: “nobody cares about banking”. For him, he sees banking as a basic service. It’s under this maxim, he created Atom Bank, which is mobile-only - with no plans at all of ever launching a branch. Challenger banks like Metro and...

Loyalty comes through being present and personable

28 Apr 2015

Last week started poorly for NatWest - another mobile banking service outage left customers of RBS and NatWest without access to their account on the morning of the 20th April. Both banks were fast to tweet the news: "We're sorry if you're having trouble getting into Mobile Banking, we're working hard to resolve the issue. Thank you for your ...

Banking gets in shape - 2015 predictions

07 Jan 2015

I often think making exact predictions on what will happen in a year’s time is a fool’s game. What can be a useful exercise though is to look at the trends of 2014 and see where these might be headed. For the UK retail banking sector in particular there have been some significant movements over the past year, which look to shape an interesting 201...

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Technology giants don’t have banks scared...yet

28 Oct 2014

Financial services organisations aren’t technophobes. Technology has enabled advances in modern banking with the likes of Big Data and digital signatures reaping benefits for banks and their customers. On the other hand, legacy banking systems are cumbersome and for some banks, technology integrations are costly in time and money. In the financial...