The last remaining bank branch on the Isle of Scilly has announced that it is set to close in April next year, marking the end of in-person banking for the island’s residents. While the decision is due to changes in consumer behaviour, with the branch used less often, this removes a key banking touchpoint for customers. The branch closure is one of...
30 November 2021 /retail /inclusion Banking Strategy, Digital and Transformation
If traditional banks want to continue to be a vital element in their customers’ lives, they must refocus efforts. At present, they are prioritising a one-size-fits-nobody digital approach, that costs the bank less, but doesn’t meet customer needs. By continuing on this path, banks risk being reduced to nothing but money storage vaults by the time ...
09 July 2021 /retail /predictions Customer Service 2015-2019-2025
This week, the results of a Freedom Information Request to the Information Commissioner’s Office revealed that complaints about banking nuisance calls and texts rose by 35% in 2020. This is particularly concerning as many consumers needed urgent assistance from banks last year as the pandemic took its toll. The data shows that 6,367 complaints wer...
07 May 2021 /people /covid-19 Customer Service 2015-2019-2025
Last week, the Information Commissioner’s Office announced it has issued fines totalling nearly half a million pounds to four companies making nuisance calls to numbers registered with the Telephone Preference Service (TPS). It is against the law to make marketing calls to numbers that have been registered with the TPS for more than 28 days, unle...
01 February 2021 /regulation /people Customer Service 2015-2019-2025
Karim Ben-JaafarSVP, Software Solutions at Quadient
Sarah-Jayne MartinDirector, ICA Global AR Practice at Quadient
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