Archives: Agenda

What it takes to top Which? Year after year. A handful of banks constantly top the Which? List of offering the best in customer service.

• Why?
• What strategies are employed to maintain this position.

How should customer support workers welcome their new staff members? What type of adjustments are to be expected? DeepDesk presents a case study of how one firms doubled their workforce without doubling the payroll.

Expanding financial inclusion and addressing the issue of those who may have been outside of traditional credit parameters is key path towards sustainable growth and better outcomes.

Education, credit and rewards are all used to support financial wellbeing. A customer that is managing their debt, cash flows and increasing disposable income is a more profitable customer for all.

What strategies have been successful?

Firms are now using advanced AI systems to monitor transactions 24/7 to detect unusual behaviours instantly, detect fraud, and subsequently mitigate any risk. With many firms monitoring trillions of transactions, how are these systems getting smarter and more effective?

Regulatory reporting and compliance should be automated and optimised allowing human relationship managers to support customers through the complaints process. Aptean explains.

Open banking and open finance promised much. Has anyone really delivered. Are there any customers who have achieved the holy grail of a truly central view of their financial lives?

From airline points, to travel vouchers, cashbacks and cinema tickets. What value do brand partnerships have with customer trust and retention?