23 Results
Alex Bray AVP, Omni-Channel Acquisition & Servicing at Genpact
I see and hear this a lot nowadays - in presentations and conversations. To be honest, apart from the questionable grammar of the question, I think the answer is pretty simple - NO! But scratch away at that simple answer and a more interesting question lies beneath… Why do we need to define channels? I worked in banking for ten years - at a time
05 March 2014 Online Banking
The first Internet banking service was launched by the Nottingham Building Society in 1983. Thirty years on, the face of retail banking is unrecognisable, but banks still need to grasp new technologies. Here are 10 tips to stay relevant in the fast-moving world of digital banking: 1 Stop thinking channel – instead, think about a customer interactio...
25 November 2013 Online Banking
I worked on the first web-chat deployment at a high street bank back in 2006. At the time, we were convinced it would deliver us a range of sales and customer satisfaction benefits. And yet, it flopped. It was hard to operationalise and customers were decidedly lukewarm. I’ve been a little cynical of real-time digital communications since then, bu...
04 November 2013 Online Banking
I'm a big fan – and former employee – of Big Blue. So it's always good to see the innovations that continue to emerge out of the IBM Labs. In their latest offering, reported by Finextra last week (https://www.finextra.com/news/fullstory.aspx?newsitemid=25338), IBM has employed NFC technology to deliver a simple customer identification and verifica...
30 October 2013 Online Banking
In February, the release of Google Glass to developers was greeted with much fanfare in the press and excitement in the blogosphere. So, was this all puff? What has happened since? Well, there is no doubt that it is still early days. After all, the actual device is not going to be commercially available until 2014. However, there are already some i...
23 October 2013 Innovation in Financial Services
If banks don't develop a second generation digital channels strategy, they won't be around in 10 years time. It sounds like a bold statement, but it is a pretty safe bet. Customer behaviours, right around the world, are changing at an unprecedented pace. The effect of these changes is starting to drive a sea-change in bank strategies. Banks need 's...
21 October 2013 /retail Online Banking
It was announced this week at the Commonwealth Telecommunications Organisation’s Annual Forum in Nigeria, that the Alliance for Affordable Internet (A4AI) is to be launched to drive down the artificially high internet prices in emerging African economies. Supported by individuals like Sir Tim Berners-Lee, the founder of the Web, and organisations
10 October 2013 /retail Online Banking
Digital channels are all about sales. If they aren't, then you're doing something wrong. First and foremost, banks are about creating wealth. To do that, banks need to help their customers articulate financial goals and identify financial needs. Once that has been done, banks can provide the products and services to enable customers to achieve t
20 May 2013 /retail Online Banking
‘Mobile banking’ is not a very precise term. Today, we know it as meaning using your mobile phone for banking. However, back in the late 1990s, all that it meant was SMS banking. If your bank was particularly advanced, it may also have meant a WAP-based mobile banking service. It has only been since the launch of smartphones in the mid-2000s, th
01 May 2013 Innovation in Financial Services
Social media has exploded across the financial services industry. And like many a new craze before it, it has largely been driven by the perceived need to do something, compounded by a lack of industry consensus around what that something should be. Initiatives have been launched without clear objectives. They are not targeted at specific customer...
23 January 2012 /retail Online Banking
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