Lydia Coyle Management Consultant at Woodhurst
Modernising the tech stack is fundamental to becoming a Modern Mutual – prioritising automation, channel consistency, seamless customer experiences, and leveraging insights from data. Whilst modernisation isn’t just about technology, it does still play a key role in delivering a better, more efficient and digitally enabled service to your customer...
05 December 2023 /inclusion /predictions Financial Transformation
To navigate the complex landscape of channel strategy, Building Societies must consider their core mission of serving diverse customer needs while adapting to changing technological trends. How do Building Societies create the optimal physical channel strategy? Preserving the human touch: Branches can remain a differentiator and a key point of val...
27 November 2023 /people /inclusion Financial Transformation
How long does it take Building Societies to update products on the back of rate changes? Rapidly responding to market rate changes is critical for staying competitive, maintaining commercial stability and demonstrating that you are doing the right thing for your members. Speed matters: Being swift in updating your product offerings to reflect rate...
21 November 2023 /people /inclusion Financial Transformation
Are Building Society colleagues doing high-value tasks that drive success of the organisation? "I want employees to have more time to provide good outcomes to the customer rather than doing lots of manual work. I want the customer experience and the employee experience to be as frictionless as possible." - Phillippa Cardno, CEO of Newbury...
15 November 2023 /people /inclusion Financial Transformation
Building Societies often boast great NPS scores, but how do they ensure they are really offering an exceptional customer experience? Customers and brokers expect more than just friendly service. To ensure a great customer experience, technology, innovation, and customer-centricity must be embraced. Choice: Give customers choice in channels, product...
06 November 2023 /people /inclusion Financial Transformation
How can we better explain the benefits of Building Societies and make membership meaningful for customers? Unlocking the value of membership across your Society is something that should remain front of mind throughout a transformation. Membership in Building Societies is a unique concept that can offer various benefits to individuals, but these ben...
03 November 2023 /inclusion /predictions Financial Transformation
Welcome to Finextra. We use cookies to help us to deliver our services. You may change your preferences at our Cookie Centre.
Please read our Privacy Policy.