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.

Your customers are talking. They’re talking about what makes them happy and what makes them unhappy. Which of these applies to your organisation? With so much being said on social media every day across so many channels, separating the meaningful sounds from all the noise can seems impossible. But social listening makes it possible.

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.

Could a ‘green’ mortgage be the way forward for homeowners who wish to make changes that will cut down on their energy bills, but who can’t afford the expensive building work?

The metaverse could be a revolutionary development for media, telecoms and technology organisations who are looking for the retail and customer experience platform of the future.

Declining household income is accelerating churn, and as inflationary pressures hit consumers’ budgets, how can telecoms, media and technology providers keep their customers and attract more?

Lenders who do more to use technology to improve customer experience are likely to gain a significant competitive edge over their rivals, according to a survey of mortgage brokers by Capita.

Over the past two years, Covid-19 has been a massive burden for us all for a multitude of reasons. But it’s only now that we’re truly dealing with the shock that the pandemic has caused to the world economy and the harsh financial reality that we face.