Creating Customer Advocacy – Only a third of customers trust their banks to consider their interests ahead of profits. However, some retail banks are generating strong customer advocacy by concentrating on a small number of key elements that are critical to offering a superior customer experience. It’s our opinion that effectively managing the customer experience can differentiate you from the pack and help form the basis for long-term, profitable relationships.

If Machines Had a Heart – It’s our opinion that self-service has an integral role to play for all customers, provided it is concentrated on web and branch channels. One of its key roles should be to create transparency for customers - effectively, making financial services credible again - and thereby renewing trust and loyalty in financial institutions.

Payments Factories – The European payments market is experiencing a period of dramatic change. Competition from non-bank entities, increasingly demanding customers and new market regulations, principally the Payment Services Directive (PSD) and accompanying Single Euro Payments Area (SEPA), are forcing banks to rethink their operational model.