In today’s episode, this CxO belongs to a bank that looks they are doing good – they’re growing YOY, a mobile app on point, no scandals to report, mid-sized European organisation with a strong reputation but he says he feels defeated and doesn’t believe in the future of the organisation. […]
Retail Banking
15 posts
Just a gentle “Go on John, you know you can write that piece of code/solve that problem/validate that assumption why don’t you put your name to this one?” - just you know, being supportive.
What’s most concerning is that traditional banks are not the only ones inside the bubble anymore but challengers are heading that was as well.
Bankers ask us all the time why they can’t jump over this people betterment malarky and just go ahead and use our CX workshops to create Money Moments. Many of our conversations go like this: “We at Bank X love the idea of Money Moments instead of Banking Products!” “Thanks, […]
*Warning – the following may cause your knickers to knot. If it does so, please re-read as it is meant as compassionate analysis not mindless bashing.* Today’s story will be about bankers’ cognitive dissonance when it comes to consumers’ needs. We are all “grown” here so I’m sure everyone is […]
The long writing hiatus was chiefly due to being busy but also having to process how I feel about a rather bedazzling find: “Tangible Banking” stood still while I was “away”. Not all of it of course, there was much done on the launch and proposition of challengers and front-end […]
While I came up with the Emotional Banking concept a few years ago, it’s only been a year now that I’ve waved my banking-change crusader flag and inflicted my indignation of banks not caring about their customers’ feelings, full time. I’ve learned a lot in this past year. I […]
Tapping into emotions and driving positive ones through addictively delightful interactions- pays. That’s why you need to be a brand. No seriously, I know I’ve been repeating this like a broken record over the past years but it most certainly does. There are three areas where the connection between customer’s […]
Let me tell you what this won’t be. A play-by-play of the conference. It won’t be that for several reasons including the fact that I missed a few general sessions due to meetings and the occasional hospital stay so I can’t comment on the full content. What I can […]
TV Adverts are not Branding, dear Banks – but if they were… When I write I sit down and pour it out. Many of you remarked that it’s sometimes not even proofread and I’ve taken to forcing myself to re-read once before I publish so I avoid that level […]
Disclaimer: If you started reading this in the hopes that it will be chock full of figures to sustain my point, you may want to stop now. This is a ranty personal view and if you choose to read it, you’ll have to source your own reports to prove or […]
I hadn’t thought I’d ever write about a branch but here we are. It isn’t even because I’m fresh out of FinTech and Digital Experience topics – I am so not out of those I’ll be starting a podcast likely called “What my #FinTech?!?” that you can tune in if […]