Banks Have More Loyalty Programmes Than Ever. Customers Have Never Been Easier to Lose
A customer can collect credit-card points, receive cashback from a digital wallet, earn airline miles, unlock supermarket discounts and access…
Tag: Customer Experience
Banks Know Their Customers. Soon They Will Need to Know Their AI Agents.
The next identity problem in banking may not involve identifying a person at all. As AI agents begin shopping, comparing…
Banks Are No Longer Competing for Customers. They’re Competing for Attention.
For years, banks believed growth depended on attracting more customers through better products, bigger branch networks and increasingly sophisticated digital…
Banks Are Competing Against Invisible Experiences, Not Other Banks
A generation ago, banks competed through branch networks, product ranges and pricing. Today, those advantages matter far less than the…
Every Conversation With AI Is Becoming a Banking Channel
A customer no longer needs to visit a branch, navigate a mobile app or wait on hold to interact with…
Banking Is Becoming Continuous, Not Transactional
Nobody wakes up in the morning hoping to interact with their bank. They simply want their salary to arrive, suppliers…
Banks Keep Chasing New Customers. The Smartest Ones Grow Existing Relationships Instead.
Growth in banking is often measured by how many new customers walk through the door, but that metric tells only…
The Most Successful Banks Don’t Sell Products. They Solve Financial Problems.
The traditional banking model has long been built around products. Current accounts, mortgages, credit cards, personal loans and investment portfolios…
The Fastest Bank Doesn’t Always Win. The Most Adaptable One Does.
For years, banks have measured success by how quickly they could launch products, process payments or deliver digital services. Speed…
The Best Banking Technology Is the Technology Customers Never Notice
The banking industry has spent the past decade racing to deliver better digital experiences. Institutions have invested billions in mobile…