The finance industry – in the shape of day to day banking - has led in digital transformation and innovation with apps and instant transactions.

One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

I recently took part in a session at the UK Finance Annual Mortgage Conference on technology in the mortgage space. In the first of two blogs, I’m going to explore how technology plays a big role in customers’ experience and their journeys by answering questions that came up during the session.

In the second of two blogs following on from a discussion on technology in the mortgage space at the UK Finance Annual Mortgage Conference, I’m exploring the challenges the industry is facing with adopting tech and how it could make better progress by answering more questions that came up during the session.

Digital platforms have become one of most powerful forces in global business. They support entire ecosystems, enabling rapid growth and huge profits for multiple participants.

Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

We consider how financial providers can find success in the motor finance industry by harnessing data and becoming indispensable for connectivity in drivers’ everyday lives.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.

Financial services can find success in the motor finance industry. We look at 3 actions providers must take to offer drivers flexibility and control.