Digital Bank

I talk a lot about how the digitisation of banking is changing the customer relationship, and this is as true for the corporate customer as the retail consumer. Examples are appearing everywhere of real-time access to cash netting and pooling, and immediate payments across borders and continents, but there are nuances to the beat of…

As I finished presenting at a recent conference, an audience member came up to me and said: “I guess you don’t like banks very much, do you?” The question surprised me as I love banks.  I make my living from banks.  My only thought throughout each day is what’s next in banking. I said this…

As I finished presenting at a recent conference, an audience member came up to me and said: “I guess you don’t like banks very much, do you?” The question surprised me as I love banks.  I make my living from banks.  My only thought throughout each day is what’s next in banking. I said this…

Last week, I mentioned that Digital Banks may be losing sight of the customer.  I then had another comment that spins a different angle on the debate: Digital Banks digitize … and think it’s done. This is another error in management thinking, but is fairly common with banks I deal with. They look at a…

In a discussion of the future bank, it appears that we all talk about digital being the focal point.  Even though my new book is called that, it’s the wrong focal point however. Customer is the focus. It’s too easy to get wrapped up in the technology and forget about the customer. That’s what worries…