Previous posts have looked at some of the issues that challenge Financial Services (FS) firms as they wrestle with data, customer experience and legacy technology challenges. This article looks at some ways that FS firms have used customer needs and lifecycle events to build customer loyalty. Let’s begin with a couple of basic principles. Firstly, when it [...]

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. In fact, they have a vast amount of data on me with a full financial [...]

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 slightly, though from a post-crisis low, and there is no room for complacency. Peers (defined [...]

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 and upgrading core banking systems, technology firms were busy changing the relationships between consumers and [...]

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 years ago.  The ability to track and capture all aspects of interactions through online channels [...]

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 Padfield and Microsoft and the event was chaired by Wendy Spires, Head of Research at [...]

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, crisis management preparation is often overlooked.  Research by Gulland Padfield has highlighted that Institutions are [...]