I can’t remember the last time my bank sent me a birthday greeting. That’s because they have never sent me a birthday greeting, even though I have banked with them since the 1990’s and they have all my contact details. [...]

The 2017 Edelman Trust Barometer* make for sobering reading. The general population’s trust in all population’s trust in all four key institutions — business, government, NGOs, and media — has declined broadly. Counter-intuitively, trust in the Financial Services (FS) sector increased [...]

Under assault from regulators since 2008 and distrusted by sceptical consumers, the Financial Services (FS) industry is still trying to fix past misdeeds. But in the interim, technological advances have changed the landscape forever. While FS firms were focused on IT, regulations [...]

Technology drove the first client experience (CX) revolution when advances in computer processing power allowed pioneers such as Tesco to develop data driven marketing policies. And technology advances have only accelerated, delivering standards of connectivity and user experience unthinkable even 10 [...]

Touchstone CRM recently hosted a panel discussion on digital transformation strategies – and in particular the data protection issues related to the steps institutions are taking as they improve their business through technology innovation. The speakers included representatives from Gulland [...]

Failure to prepare is to prepare for failure.  Nowhere is this more critical than in a crisis situation where a flawed response can have serious long-term consequences.  But in a business environment where resources are stretched across multiple business objectives, [...]