Archive for the ‘Retail Banking’ Category

A few weeks ago, Dan Latimore and I had the chance to attend Finnosummit in Mexico City. While Dan was the one really working (he presented on “How Big Data can change Financial Services”) I mingled around the participants of this vibrant ecosystem encompassing entrepreneurs, financial institutions, investors, and regulators among other stakeholders. It is […]

Sep 30th, 2015 | Filed under Banking, Emerging Technology, Events, FinTech, Retail Banking

Service Design. Journey Maps. Customer Stories. Mood Boards. Experience Recovery. These are a handful of the topics discussed at this week’s Customer Experience for Financial Services (CXFS) Conference, organized by Worldwide Business Research in Charlotte, NC. As an analyst currently immersed in research on corporate banking financial performance, regulatory environment, economic conditions, business demographics, and […]

Last week I had the pleasure of going to Finovate, a biannual event (at least in NA) where startups and established vendors show off their newest creations. My colleague Dan Latimore wrote an in-depth piece about it last week. It’s usually a good temperature read of where the market is and what banks are thinking […]

Sep 22nd, 2015 | Filed under Banking, Events, FinTech, Retail Banking

As the one year anniversary of Apple Pay approaches, banks have to make more decisions about their mobile payments strategy. Android Pay launched in the US a few days ago, and Samsung Pay is expected to be available there soon as well. Should a bank just stick with Apple Pay or enable their cards with […]

Sep 17th, 2015 | Filed under Banking, Emerging Technology, FinTech, Retail Banking

A friend of mine is a successful small business owner in his forties. Like so many in his demographic, Bryan developed a longing to own a Harley Davidson. He could easily afford a Harley, but chose to seek financing instead. Getting this business should have been a walk in the park for his bank. Bryan […]

Sep 15th, 2015 | Filed under Banking, Retail Banking

This is the next – I have a terrible feeling its not the last though – of seeing the cards world through the eyes of a consumer. The story so far is contained in three previous posts, with the last reporting that my card details were skimmed (we assume) in the US. This post however […]

Sep 14th, 2015 | Filed under Retail Banking

I´ve recently had multiple conversations with financial institutions about the trend of unbundling financial services by FinTech startups. In fact, it’s hard to discuss the future of the industry without touching on it. Articles from Tanay Jaipuria, Tech Crunch, and CBInsights speak openly about inexorable disruption. They all tell a fairly similar story. Unbundled products […]

Sep 9th, 2015 | Filed under Banking, Corporate Banking, Retail Banking

Yes, you did read this right – today I could not complete a single Apple Pay transaction successfully first time. This was my experience today: I tried using Apple Pay five times – four times to get in and out of the London transport network and once at a coffee shop to buy an espresso. […]

Sep 9th, 2015 | Filed under Banking, Retail Banking

…but something far more valuable. So for this post to make sense, you ought to read my last 2 posts, about my experience of using my credit card in the US. The first talked about the customer experience, and how varied it was. Some of the quirks were allegedly to improve security, yet offered no […]

Sep 7th, 2015 | Filed under Retail Banking

I am delighted to announce that we now accept nominations for Model Bank 2016. Most regular readers of our blog will be familiar with the Model Bank programme – it recognizes effective use of technology in banking and is now in its ninth year. Model Bank is the most prestigious award a financial institution can […]

Sep 3rd, 2015 | Filed under Banking, Retail Banking