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Alex Noble

Alex Noble - Cisco - London | 22/05/2013 | 542 views

Voiceprints can counter ID theft, but other threats remain

I was surprised at the extensive coverage of the Barclays Wealth change in customer identification techniques. Barclays have introduced passive voice identification, so the system identifies callers as they speak to an agent in natural language. It is a challenging way of doing ID&V over a phone–line, but when it can be made to work it h... Tags: Retail banking, InnovationGroup: Innovation in Financial Services

Alex Noble - Cisco - London | 25/10/2012 | 2591 views

Just how much change is coming to UK branch banking?

Looking at the recent news stories or even just a quick glance at Finextra, a reader would have no doubt that change is coming to branch banking. What would be perhaps open to debate is the level of change. Plenty of recent stories have suggested that c conceptually branch banking will remain the same, just with more technology, nicer stores and ... Tags: Retail bankingGroup: Innovation in Financial Services

Alex Noble - Cisco - London | 20/09/2012 | 3890 views | 1 comment

The challenge for RBoS positioning the Direct Line IPO

On one level, selling Direct Line in an IPO looks straight forward. The business model is proven and is made up of strong, well established brands. It is the leading UK personal lines insurer with a 19% market share in motor and 18% in home, which equates to 4.2 million personal motor and 4.3 million home in-force policies. It would be a mistake, ... Tags: Retail bankingGroup: Unified Communications in Financial Services

Alex Noble - Cisco - London | 08/07/2011 | 6549 views

Why off shore service is returning to the UK

It’s very interesting to see that Santander is bringing back 500 contact centre agents from India to the UK. This is good news for the UK economy, and is also part of a much wider trend in customer service that Santander is following. I’ve blogged on this before and good examples of firms brining service back to the UK include HSBC (se... Tags: Security, Retail banking

Alex Noble - Cisco - London | 27/06/2011 | 8209 views

Wells Fargo: Can video help avoid disability discrimination?

I was amazed by the report that Wells Fargo has ended up paying $16m for failing to provide phone services for deaf customers. Part of the amazement is that in the UK phone services for hearing impaired customers are well established and well used by large companies. In the UK, nearly all banks offer a textphone service and there are well establ Tags: Retail bankingGroup: Innovation in Financial Services