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It’s not entirely surprising to see the fintech industry embrace artificial intelligence with the fervor that it has for the last several years. Adopting the latest technology is part and parcel of wh...
Are Building Society colleagues doing high-value tasks that drive success of the organisation? "I want employees to have more time to provide good outcomes to the customer rather than doing lots ...
The pandemic is thankfully now behind us. Yet, the major conversation around working patterns that it forced onto the table lingers, with firms of all sizes grappling with questions around the benefit...
In recent years there has been growing discussion on the ability of financial institutions to adapt their services to the expectations of digital-first customers. What should financial businesses cons...
The main point of contact for many customers with their financial services provider is with customer service agents in a contact centre. The interactions they have with these agents play an important ...
Building Societies often boast great NPS scores, but how do they ensure they are really offering an exceptional customer experience? Customers and brokers expect more than just friendly service. To en...
In today's fast-paced era, the popularity of remote work has skyrocketed, especially within the IT sector. With the ever-evolving technology and shifting work dynamics, companies are transforming thei...
The starting point in the data driven economy is now becoming: Do not serve your customer! Serve her life events! And this is precisely what especially elderly people - less apt as hunting down data f...
As companies expand, it is almost inevitable that bureaucracy grows alongside them. The term "bureaucracy" typically carries a negative connotation, often associated with demotivated personn...
A certain research agency, one that runs big conferences and captures a ton of CIO mindshare, recently offered guidance on (analyst jargon speak ahead!) a decision framework for assessing and realizin...
As with the rest of the world the number of cash payments has been declining in Norway for many years, what is interesting is that for such a low cash use (currently less than 3% of all payments) ther...
It is crucial to keep in mind that we are in the age of technology. Therefore, choosing a conventional way of business approach and policies might not provide the success you are looking for. In order...