Last year we published a highly successful The 11 Commandments of Digital Banking eBook that introduced the 11 commandments: Digital lift-and-shift is not a strategy! Friction – not inherently good or evil Be personable in this impersonal channel Respect the data Engage me, teach me – feed by TikTok obsession Use your branch wisely! Respect my time a…

With average spend and cash usage rising, the data was typical of previous festive seasons. However, a drop in the percentage of payments to balance made by cardholders during the month also suggests that lockdown savings may be diminishing. With the Omicron variant impacting hospitality and retail sales in December, lenders will be looking at whether they need to…

As credit issuance, account management and collections enter the digital age, the opportunity for innovative experimentation is accelerated and made more complex by the wide range of data and decision points a digital platform enables. Credit executives can now enable continuous learning and improvement that is technology-enabled, and which is no longer tied to the du…

As more customers switch to digital channels, customer experience (CX) is now the new battleground. The numbers speak for themselves. Investments in improving CX are worth every cent. It’s also an area that warrants continual investment as it’s the critical customer benchmark that can set you apart from the competition. One mass-market manufacturer saw an uptick in…

The past year was one of transition in the Washington, DC policy arena as a new President, Congress and group of banking agency heads took charge of the financial legislative and regulatory policy agenda. Now, nearly a year into this pendulum shift of political power, there is some greater clarity on what might lie ahead. It’s the time of year for predictions, and wit…