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Go omni for all-in-one service - Simon Separghan of Barclays Bank 07 December, 2016 As branch banking declines and retail banks move towards a true omnichannel approach, they will need to ensure the customer experience is seamless no matter what platforms they are using.... > read more

The speed force: matching pace with the digital landscape 07 July, 2016 With the move to digital banking platforms, some quarters have accused banks of abandoning the personal service in the process. Rod James speaks to Mona Jantzi and Ian Bromwich of Barclaycard...

Inside out: increased engagement 07 July, 2016 As the big banks jostle for leading positions in the digital age while fending off fintech and start-up companies, James Lawson speaks to Raymond Pettitt, managing director, community...

In the public eye – Barclays digital banking 10 December, 2015 As the world moves more towards a sharing economy, perhaps the most shared is that of personal opinions and experiences through social media. Future Banking sits down with Ellie Renshaw, head...

A device of the times – how digital banking is shaping customer experience management 05 August, 2015 Customer experience – and getting it right – is a challenge for any business, particularly in the financial services sector. Competition is increasing and margins narrowing, while many...

Future Banking digital magazine 10 March, 2015 In the latest edition of Future Banking, Steve Pateman of Santander, Raymond Pettitt of Barclays, Jo Mayes of Standard Life and Tim Hinton of Lloyds delve deep into the changing world of...

Breaking free – the future of customer engagement 12 February, 2015 There has been a lot said about customer relationship management in the digital age. But whether it’s in person, over the phone, via web chat, social media, mobile or even video, today’s...

Game plan – excelling at customer interaction 12 February, 2015 In a race to compete in the digital world, banks may have to be bold as well as innovative. Jim Banks speaks to Mark Jamison, global head of customer experience at BBVA, about emulating the...

Happy days – investing in human capital 04 December, 2014 While call centres are not generally viewed as enviable working environments, a commitment to staff morale can help a business retain workers, save money and, most importantly, improve...

Charity partnership: making a real difference 04 December, 2014 225,000 people will develop dementia this year; that’s one every three minutes. Dementia costs the UK economy more than £26 billion a year. This is the equivalent of more than £30,000 for...

A helping hand – how technology is reshaping banking services 04 December, 2014 Technology is reshaping the way banking services are delivered. Chief operating officer Tony Prestedge discusses with Andrew Tunnicliffe Nationwide Building Society’s latest offering, and what...

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