Utilities Suppliers; what role do Credit Reference Agencies have to…
I recently had the privilege of speaking at the Credit Strategies’ Collections and Vulnerability Summit. What is heartening, both at the conference and in the weeks that have passed, is the...
How to drive value from a true view of a…
As the world is moving towards a more customer-centric way of doing business it is important to understand what their view of a consumer is across all the multiple accounts they hold. Regulatory...
Data sharing in the SME environment
Commercial customers are no different to consumers. The way they are serviced by financial services may lag behind slightly in regards to processes and technology, but they are still people. I...
The increasing importance of personalised treatment and customer experience in…
The way a credit provider handles missed payments or financial difficulty is key to customers and their likelihood to stay with and recommend a brand, such as yours. Research shows that more than...
Why employees and customers are the best people to reshape…
Once an organisation has mapped its customer journey(s) and identified problem areas, it’s tempting for executives to swoop in and start fixing things through existing strategies and age-old...
Silos just won’t work anymore. But what will? Customer focus.
Figures show the people in the UK owed £1.532 trillion at the end of April 2017. This is up from £1.485 trillion at the end of April 2016 – an extra £886.84 per UK adult. May’s Office of...
A brokers’ view: how digital drives data, and data drives…
I’ve been asked if the digital revolution marks the end of the broker. Why do you need an intermediary when everyone can go direct? True, digital has had a huge effect on insurance distribution....
Executives recognise change is needed – so, how do they…
The speed at which people have adapted to digital technologies has challenged businesses. This fast-paced evolving market has meant some businesses have found it a struggle to adapt their operating...
People may have new attitudes but they have the same…
In our now digitalised world there is evidence that, for some people, value and convenience are overcoming concerns over data usage. But that doesn’t mean that organisations can get away with...
6 opportunities for growth using Open Banking
Open Banking is considered to be the catalyst that will transform the UK banking industry. As traditional banking models evolve, new opportunities to acquire customers, minimise risks and enhance...
How true digital transformation should reach always on, always available…
Mobile technology means the customer is always on and always available. As such, companies can no longer wait until they arrive in store or on their website to engage them – brands need to...
In a truly digital economy, are Life and Pensions markets…
Forty years ago, the customer expectation in the Life and Pensions market was that once a policy was sold an agent would come to the door at regular intervals to collect premiums – well, it’s not...