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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 floppe...
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 (htt...
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 d...
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 ar...
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 artific
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 articulat
‘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 pa
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 industr...
Over the last couple of months, I have presented to a lot of senior banking executives on the subject of social media. The parallels between these presentations have been fascinating. At all these pre...
Internet bank websites have fundamentally changed the way we manage our money - and entirely for the better. They have put customers in control - with 24 hour access, wherever and whenever you want. T...
Is it wrong for your bank to use your social graph - the personal data you generate within your various social media outpourings - to make decisions about you? Much as in the famous song from ‘The Kin...