Customer Management

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...

Video - Oct 2018
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...

Blog - Oct 2017
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...

Blog - Aug 2017
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...

Blog - Aug 2017
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...

Blog - Jul 2017
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....

Blog - Jul 2017
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...

Blog - Jun 2017
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...

Blog - Jun 2017
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...

Blog - Jun 2017
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...

Blog - Jun 2017
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...

Blog - May 2017
Evolving the purchase journey: how can it be improved to…

Technology is having a profound effect on the way customers approach purchases – and one of the principal shifts is in their...

Blog - May 2017