Feb 26, 2010

Bank IVR improvements: You wouldn't like me when I'm angry...

IVR's or Interactive Voice Response systems are for many customers the bane of our existence. There is nothing more dehumanizing than ringing a bank, airline, telephone company or service provider… READ MORE

Feb 23, 2010

Bank CEOs, It's Time for Social Media (InternetEvolution)

What is unique about the social media movement at the moment is that everything you might expect it would be about -- it’s not about. But the banks I meet… READ MORE

Feb 21, 2010

Banks: KYC is Killing Your Customers (Huff Post)

In my discussions with bankers about innovation, I often hear them tell me that perhaps in other industries innovation could be achieved, but due to heavy regulation and the compliance… READ MORE

Feb 19, 2010

Social media's impact on banking

Chris Skinner, Chairman - Financial Services Club UK, and myself have been working on this survey over the past few weeks. The results, while predictable, show a requirement for RAPID… READ MORE

Feb 17, 2010

Banks and Social Media - Substance or Hype? FinExtra Twitterview

For those of you unfamiliar with the term Twitterview - it is a Twitter based interview. This limits the options somewhat as your replies have to be able to fit… READ MORE

Feb 11, 2010

Customer's tell banks "We don't believe you anymore..." (HuffPost Blog)

Brand marketing has long been a tool for the largest banks to help us see their value. In recent times, however, with the global financial crisis, botched bonus strategies and… READ MORE

Feb 07, 2010

Banking's biggest challenge - Marketing 2.0 (HuffPost)

There are some massive changes occurring in the banking space today, but none so dramatic as what is happening in marketing and advertising. Direct mail offerings have been declining rapidly… READ MORE

Jan 31, 2010

Would Google make a better bank? (HuffPost Blog)

Many feel today that the big banks have got too big, have lost touch with their customers. They seem more interested in speculating on the assets they hold to create… READ MORE

Jan 28, 2010

Mobile Apps Force Retail Banks to Rethink Their Roles...

I see a lot of banks tacking on mobile internet banking apps at the moment - call it the me-too trend of mobile banking. Max McKeown in his book The… READ MORE

Jan 26, 2010

What DAVOS needs to do, but won't

Looking through the World Economic Forum Programme for this coming weekend there are some incredible speakers and topics. James Cameron will be there to talk about directing Avatar. Reid Hoffman… READ MORE

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