Innovation in Financial Services

Hello, time to re-think omni-channel operations

02 Dec 2015

Whilst we all implicitly understand the benefits of the omni-channel customer nirvana, more consideration needs to be given to the cost to serve, revenue uplift and operational impacts. Last week Adele made my case for robust quantitative reasoning (rather than vanity) even stronger. Being able to flit between Call Centers, Branches, Smart Phones,...

Your CX initiative has probably already failed

22 Nov 2015

Yes, that’s right - and you probably already know it too. We know that almost 90% of your fiercest competitors are planning to compete primarily on the basis of CX by the end of next year, the board has sponsored some small initiatives to get a feel for the size of the prize, and the challenge of delivering something to address it. But something j...

Bonus Clawback: Where's the Monk that sold his Ferrari?

31 Jul 2014

Whilst the industry (Bankers) reel over having bonuses clawed back, I begin to ask myself if they really understand the responsibility that they hold? Making decisions on fixing rates, mis-selling policies and underwriting loans without understanding the underlying risk are all the sorts of activities that got us to where we are now (Lloyds increas...

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Barclays Community Bankers same as Apple Genius Bar

18 Jul 2014

Whilst some similarities exist, Barclays Community Bankers look to have a more rounded offering when added to the Barclays Digital Eagles. This is different and has the opportunity to be more compelling. The bank looks to be extending the customer relationship beyond the branch, the phone, and, beyond the apps on your phablet - with actual people f...