Retail Banking


One in five UK bank accounts hit by cybercrime

One in five UK consumers (21%) have had personal details stolen and their bank accounts used to buy goods and services as a result of a cyber security breach, according to new research from business advisory firm Deloitte.

Santander launches distributed ledger startup challenge

Santander has launched a competition to support startups using distributed ledger technology in financial services. Through its subsidiary InnoVentures, the bank hopes to promote distributed ledger tools that could improve banking processes.

Non-bank competitors prompt banks to invest, finds survey

The threat of competition from technology companies, startups and non-banks is causing serious worry to nearly three-quarters of retail banks, causing four-fifths of them to invest in so-called ‘disruptive’ technologies, according to a new study by Infosys and non-profit organisation Efma.

Mobile banking customers demand new features

One in three retail banking customers feel their mobile banking app is not as good as online banking through a browser, according to a new study by ecommerce company First Data in the UK. The figures also revealed that more than half still have yet to use a mobile banking app – suggesting that there may be both an unmet demand for more functionality in mobile apps, and a need to convince the remaining consumers of their value.

Will banks suffer casualties in the battle to own the customer experience?

Technology has infiltrated every facet of our lives, fundamentally changing our behaviour patterns and our expectations of what constitutes a good customer experience. The banking sector has not been immune to these changes; the industry has been forced to drastically transform its business processes and services in order to keep up with customers’ expectations. Today, customer satisfaction is judged not by the smile on the face of a cashier, but on the speed with which one can gain mobile access

The dangers of digitisation without customer insight

In bygone days the bank manager knew each of his customers by name but could offer them only the narrowest range of products. Today the computer can tailor bespoke financial solutions in a mass market – but has no empathy with which to convey its expertise …

How ANZ used mapping in its merger with National Bank

When ANZ decided to make its acquisition of New Zealand’s National Bank into a single brand, it had some wide-ranging rationalisation ahead of it to reduce costs while expanding service coverage. Software from Californian geographic information systems specialist Esri helped.

The rise of ‘halal hubs’ represents an Islamic finance opportunity

An interesting trend is developing in the halal sector: regional hubs are developing in places that have some local demand but not the size that would be significant markets on their own. Think of Malaysia (the largest) or Dubai or tiny Brunei. Each sees the halal sector as being strategic to their economic growth, and for Dubai and Brunei at least, as key aspects of their economic diversification. This trend has the potential to support global growth in the Islamic economy as well as SME development but need a lot of (costly) infrastructure put in place to open up the international side to SMEs

Fidor UK launch promises social media revolution in retail

Online-only bank Fidor has launched in the UK, promising to change the way retail banking works by letting the customer build the services and products they want to use. The bank is part of a new wave of fresh banks entering the market, many of which focus their efforts online rather than on the high street.

Nationwide revamps branches with new NCR self-service ATMs

UK building society Nationwide has begun a £500 million project to improve its branch network using NCR latest generation of self-service ATMs. The project aims to bring the kind of self-service experience customers can get at supermarkets to the retail bank branch.

ATM cash usage continues to grow in UK

Figures from Link, the UK’s cash machine network, show that the number of ATMs in the UK reached 70,180 in July, passing 70,000 for the first time. ATM figures from July, show that the total amount withdrawn from cash machines in July 2015 was £11.3 billion, up 4% compared with July 2014.

Contactless payments set to boom as limit rises to £30

More than £2.5 billion was spent in the UK using contactless cards in the first half of 2015 and this is likely to increase even more as the upper limit for contactless payments increases from £20 to £30 from today.

Mobile to take lead in payments over the next five years

Mobile phones will take an increasingly leading role in the payments space over the next five years as a result of technologies that allow safe storage of payment details in smartphones, according to a report prepared by the Consult Hyperion on behalf of Payments UK.

Wide application for wearables in financial services industry

There has been hype around wearable technology for some time now but only now is it reaching market maturity with the introduction and subsequent adoption by consumers of smart watches and wristbands. Just as we saw with smart phones and tablets, consumer technology, in this case wearables, has the potential to have a huge impact on the business world. The implications for the financial services industry are significant

Wincor Nixdorf targets Brazil retail banking market

ATM maker Wincor Nixdorf is to expand its ATM business in Brazil, following a deal with Brazilian hardware company Perto. The deal comes as the BRIC market expands its retail banking infrastructure to serve the growing middle class of Brazilian society.

Cash is here to stay – for the next 300 years anyway

Reports of the death of cash have dominated the 2015 news agenda. A variety of industry developments – from the launch of Apple Pay through to a Danish proposal to end the obligation of retailers to accept cash – work together to imply that paper notes and coins could soon lose relevance. All this is underpinned by apparently irrefutable stats from the Payments Council which reveal that cashless transactions have now overtaken the use of cash in the UK

Digital: serve better, not just serve more

Look at most technology initiatives around you, most are obsessed with taking the cost out e.g. ATMs, online banking or selling more e.g. marketing automation, emails. As a business it’s important to manage the cost, but when cost becomes the primary driver, it creates more problems than it solves

BACS admits disappointment as UK current account switching stalls

More than a million people switched their current account to a rival bank in the year leading up to July 2015, according to new figures published by UK payments system Bacs. The numbers represent only a minimal increase on the year before – undermining hopes that making switching easier would lead to dramatic improvements in the competitiveness of UK retail banks.

UK consumers look for speed

Nearly half of UK consumers say that faster payments are a factor in their choice of back account provider, with 45% saying that the offer of faster electronic payments would encourage them to switch their bank account provider.

Silver lining? Consumer confidence in banks improves along with economic recovery

Recent studies suggest that banks in the UK are rebuilding their reputation among consumers and investments in mobile and digital are at least in part responsible –though trust remains fragile and other studies highlight concerns over pricing and transparency. Customer satisfaction across all sectors in the UK has flat-lined over the past six months, but some that regularly attract scrutiny – including banking – have shown signs of improvement,

UK consumers can’t get satisfaction from their banks

UK banks rank bottom in a nine-country survey of how well banks match up to customer expectations in terms of rewarding customer loyalty and helping them manage their finance. Overall, the UK banks rank third, behind the US and Germany.

Apple mops up mobile payments market

iPhone devices account for more than one in three mobile transactions, and are used for 10% of all global online transactions, according to new figures published by payment specialist Adyen.

The role of intelligent analytics in retail banking

Since the financial crash retail banks are faced with more regulatory and financial restrictions than could have been envisioned. This is coupled with increased levels of competition and much reduced consumer trust. Intelligent analytics may offer part of the solution.

A bank you can’t speak to or visit – coming in 2015

Talking used to be a positive thing. For many years, BT reminded us that it was “good to talk”; whilst in the 1980s the Midland Bank (since acquired by HSBC) promoted itself extensively as “the listening bank”. Now, there is a new breed of bank coming to the UK; one that doesn’t have branches or want a ‘physical’ interaction with its customers

Atom Bank granted UK banking licence ahead of 2015 launch

Challenger UK retail bank Atom has received its licence from the Bank of England, meaning it will now be able to go ahead with plans to launch later this year. The bank will add competition to the UK retail banking sector, which until 2010 had not seen a single new entrant for 150 years.

Banks could lose customer interaction role to new entrants

If children trust Google more than they trust a bank, tomorrow’s customers may well hold their money with digital companies instead of traditional banks. That thought worries senior banking industry speakers speaking at the BBA conference in London on Thursday.

Apple Pay comes to UK next month

Apple Pay will be available in the UK from next month, with eight of the UK’s most established banks and the major credit and debit card networks supporting it – along with Transport for London.

Banks should know their customers’ digital skills says new report

As consumer adoption of mobile devices and social media increases, banks can’t really rely on standard details such as income, age and geography to serve customers better than their competitors, according to a new report by payments company TSYS and software firm FICO. Instead, they may need to recognise the different kinds of customers based on how they interact with digital technology and tailor their services accordingly.

Leeds Building Society targets “customer engagement” with HP deal

Leeds Building Society is to revamp its customer engagement tools through a ten-year deal with HP Enterprise Services, which will encompass a number of independent software vendors working on different parts of the business. The deal builds on the earlier deal between the two firms in 2013, which focused on the building society’s core banking platform.

Banking at a digital crossroads

The Banking industry is at a digital crossroad as it faces both a wave of technology companies poised to disaggregate every facet of the business and a changing consumer that is increasingly demanding that banks products match the state-of-the-art digital services they are receiving from other industries

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