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ARTICLES by Category: Customer Experience

Jun 29, 2015

Advice and Paper Pushing in Banking will be Killed by AI

For over 100 years employment has been shifting out of big industry and into services. Whether agriculture, fishing, mining or in the last 50 years manufacturing, as processes become automated,… READ MORE

Apr 13, 2015

The debate on the future of banking is not over, but it will be soon

How does one predict the future? Admittedly it is easier to predict what will happen 5 or 10 years from now, than 50 years, but at the same time, we’ve… READ MORE

Dec 24, 2014

Why the Facebook of Banking won't own a charter

2014 was the biggest year in FinTech by far with billions being invested globally, which is to be expected in a global growth sector. But how much was invested globally… READ MORE

May 05, 2014

Why Kids don't sign, and banks shouldn't either

In a recent UN/ICAO commissioned survey on the use of signatures in passports, a number of countries including the UK recommended phasing out the long held practice because it was no… READ MORE

Jan 28, 2014

Branches will never result in 100% Financial Inclusion

I was in India a few weeks ago speaking to the Reserve Bank and most of the primary Retail Banks about the impact of mobile and social media on the… READ MORE

Nov 04, 2013

Why smartphones will kill credit card rewards

Credit cards are expensive. According to BankRate.com the average US annual percentage rate (APR) charges on credit cards is 15.35%[1], but that’s down in recent years. During the financial crisis… READ MORE

Oct 28, 2013

In 5 Years, 50% of revenue will be digital

Where’s the revenue going to come from? Mobile use is exploding in the banking scene. If you are a retail bank today in the developed world and you don’t have… READ MORE

Oct 11, 2013

When Payments Disappear, and Value Emerges

Ok, so if you think we're done with the whole "when is a mobile payment a payment" argument, think again. The reality is that the biggest evolution in payments is… READ MORE

Oct 02, 2013

The US is becoming the world’s largest closed-loop payments system

Last year the US contributed close to 20% of the world's GDP despite coming off the back of the biggest economic downturn since the 1930's Great Depression. The US, UK, Germany, Russian… READ MORE

Aug 14, 2013

Why Google, Apple and Facebook don't want to be banks...

Recent research has shown that banks spend more on IT than any other industry sector (See Deutsche Bank Research - IT in banks: What does it cost?). In fact, on… READ MORE

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