I hosted a meeting of a bank recently, where I just asked people to tell me what they felt were the biggest challenges for the bank in the future. We went round the table and, unsurprisingly, the discussion covered four key topics: regulations, technology, customers and changing the internal culture. Surprisingly, the one thing that…
Lots of talk this week about transparency in banking, and how banks are too opaque and secretive in their approach to customers and charges. Certainly that’s been the case in the past, and certainly it’s still the case in some areas of banking today. For example, we’ve just had our major UK banks pooling money…
I had a fascinating chat about bank issues with their legacy systems yesterday, and concluded that the legacy issues are the bank’s fault. There are two issues: one is related to banks believing that they are stuck with overheads that they want to eradicate, but customers won’t let them go; the other is banks being…
So I’m moving house – have I mentioned that before? – and have house cleaning, clearing and removal services all hovering around doing work this week. Interestingly, all of them demanded cash. I offered cheques. Not interested. PayPal? No way. Bitcoin? Never ‘eard of it mate. What’s going on? Well of ocuerse, it’s the old…
I’ve been involved in quite a few conversations recently about the challenge of migrating customers. Not migrant customers, but migrating customers towards new channels. The fact is that people don’t like change and no matter how much you push new fangled ideas, if the customer doesn’t like it then they don’t like it. Having said…
