To enhance customer experience, investment is required in new resources
Richard Howells, Director of Insurance, Wealth, Life and Pensions at Experian, articulates how Experian’s research with Forrester uncovered where big investments are required to enhance business...
The Pensions Dashboard – is it a revolution for the…
The Pensions Dashboard has the potential to revolutionise the industry. Why? It provides a mechanism for pension holders to see and manage their accounts in one...
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...
Know your customer: How a single customer view can help…
Across all industries, customers now expect fast, convenient, personalised responses from their service providers – across multiple channels....
Adopting customer-centric processes for a better customer experience
Most customers are no longer satisfied with a single annual statement, which is commonly one of the only pieces of correspondence pension providers have with their customers. They now want, and...
Customer retention is a growing challenge for Life and Pension…
How do you provide the best customer experience if you cannot get in touch with your lost...
How will Wealth, Life or Pension providers find and win…
A generation ago, if you needed to grow a customer base you would put a fleet of new salesmen on the road – if only business was that easy...
Pension fraud – affecting more people than ever
Customer expectations and regulatory change has led to increased responsibility on the provider to protect against pension fraud. Pension freedoms have created greater flexibility and access for...
Five key reasons why pensions firms must digitise
With its over adherence to paper-based processes the pension sector has struggled to keep pace with the movement of the times – but that’s something it can no longer afford to...
A data arms race: the future of Wealth, Life, and…
The Wealth, Life, and Pensions market is moving – and quickly. Once it was the sedate end of the financial sector, with policies and investments sold in ranges and at a pace that suited providers,...
Biometrics and data passports: the future of customer data protection
Of all the topics likely to keep the Chief Risk Officers of large financial institutions awake at night, data security ranks pretty highly – and with more customer information appearing online each...
Facebook’s transferable log-in is great – would something similar work…
Increasingly, a range of websites offer users the option of logging-in with either their Google or Facebook details. Why? Well, it ensures the user only has to remember one set of credentials and it...