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Archive for the ‘Retail Banking’ Category

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

This question comes up often. As a research and advisory firm, Celent fields ad-hoc research with regularity. No matter how well thought out our surveys, however, we nearly always wish we could have asked additional questions. This led us to launch two research panels focused on topics representing significant and growing interest among Celent clients. […]






Sep 1st, 2015 | Filed under Banking, Retail Banking

It’s no secret that banks are increasingly interested in using digital channels to sell to customers. With that in mind, I tried to open accounts at 26 U.S. banks using only the digital channel, typically online, but sometimes via my smartphone.  I evaluated the processes solely from the consumer’s perspective. A checking account applicant doesn’t […]






Aug 31st, 2015 | Filed under Banking, Retail Banking

In my last post, I talked about the experience of using my credit card in the US, and how just inconsistent it feels. Some of it was undoubtedly tied to security – using photo ID or entering zip codes – though I’m far from convinced that they provided any security at all. In some conversations […]






Aug 27th, 2015 | Filed under Banking, Retail Banking

Zil wrote almost a year ago about his experience using a foreign card in the US. I’m just back from an extended stay in the US, and was really struck by how inconsistent the experience is for a consumer. Consider these variations I experienced, in just one day! Check in at a hotel – swipe […]






Aug 13th, 2015 | Filed under Banking, Retail Banking

I am finally a proud user of Apple Pay! It came to the UK on July 14th while I was away on holiday, but I managed to set up my first card even while I was abroad. And I was very proud and pleased when I got back and completed my first Apple Pay transaction. […]






Aug 10th, 2015 | Filed under Banking, Retail Banking

We all know personality tests can be a little hit and miss – some are serious, long and can be scarily accurate. Others you do for fun on a Saturday afternoon whilst reading a magazine, and you never take the results too seriously. I just came across a new type of personality test, Personality Insights […]






Aug 10th, 2015 | Filed under Banking, Corporate Banking, Retail Banking

A few months ago there was a question posed on Twitter which sparked a pretty intense debate: “What makes a bank a digital bank?” Perspectives varied, but after a reading through many of the responses, it seemed most were answering a different question. How far do incumbent banks have to go in order to adjust […]






Aug 4th, 2015 | Filed under Banking, Retail Banking

I have heard banks ask, “How to we use digital channels to bring traffic into the branch?” The rational is straightforward. After years of promoting self-service channels, branch foot traffic is declining – along with the sales opportunities that foot traffic represents. It’s a logical question, but the wrong question. A better question would be, […]






Jul 30th, 2015 | Filed under Banking, Retail Banking

As industry analysts, we often comment on the impact emerging technologies and innovations have on our clients’ business. How can a financial institution become more “digital?” Will Apple Pay be successful and how quickly? How can a bank deploy data analysis tools to its advantage? These are questions we and our clients are dealing with […]






Jul 10th, 2015 | Filed under Banking, Retail Banking