Reimagining CX in financial services

To get in touch with future questions or to be interviewed for a future episode, email [email protected] or visit us at www.ratiofs.com In today's episode, we will explore The future role of the bank's branch networkThe importance of having the right company culture to drive changeThe challenge of moving beyond the status quo in a big organisation How the Nationwide have engineered their team structure so that teams are empowered to drive rapid changeHow Nationwide approaching ...

With Doug Morris, digital strategy director at Ratio: FS, we explore the role that digital personalisation will play in the future of banking and insurance. We delved into the role personalisation plays in delivering an improved customer experience and how personalisation could help enrich the day-to-day experiences a customer has with their bank and insurer. The role personalisation plays in helping a potential customer identify which product, service or content is most relevant &n...

During this episode, we explore what agile means within the context of financial services and the role that agile methodology has to play in the design and delivery of digital experiences and why agile is more than just a buzzword used in software development. During this interview, we also covered:Why agile is more than just a buzzword The debate between waterfall and agile and the pro and cons of eachWhy large FS institutions find agile so challenging to implement A breakdown...

We explore why banks are in danger of commoditising their services by being drawn into competing on digital features and whether this is the route to building strong customer relationships. We look at the importance which brand, brand values and taking what's unique about your business and translating this uniqueness across digital channels and services.We explore why a businesses brand is a crucial way to build a deep relationship with customers and is a critical way to differentiate th...

Today we're joined by Florian Redeker, VP of Product at Solarisbank. During this conversation, we discussed the role that Banking as a Service will play with changing the way customers will potentially consume financial products in the years to come. We explored what is Banking as a Service as well as the opportunities this has opened to banks and non-banks to deliver new products and services across traditional and non-traditional channels.To get in touch with future questions or to be inter...

During this episode, we explore with Chris Probert, data practice lead at Capco – the role of data, the obstacles which banks face when looking to leverage customer data and the opportunities it presents to deliver a tailored banking experience. We’ll explore:The many challenges and opportunities that data opens up for banks when looking to deliver hyper-tailored banking experiences.The possibilities that data present in allowing banks to offer products and services which are tailored to...

During today's episode, we explore with Tariq Maonah, Digital product lead at Legal & General - how to build a customer-first digital business at scale by collecting direct customer feedback and building products and experiences focused on solving customers day to day challenges. We'll explore: The role that customer feedback plays in driving the digital roadmapHow Legal & General links their workforce as closely as possible with their customers How dataset...

During today's episode, we explore with Doug Morris, strategy director at Ratio:FS the role which optimisation plays in continually improving your customer's digital experience. We'll exploreWhat is optimisation The importance of continual investment in your programme The role of personalisation vs testing How to structure your optimisation team How to build your optimisation roadmapHow to measure the success of an optimisation programme To get in touch with futu...

During this episode, we are joined by Sol Enenmoh, as we discuss a common theme from across the financial world. The constant desire to implement digital transformation and the challenges involved in defining, pushing through and driving successful adoption of digital initiatives. How to define and start a digital transformation project How to track digital trends and decide which ones to adopt Defining KPIs and success metrics for large projects The challenges of agile v...

During today's episode, we explore with Bas Boelhouwers, CEO at Moneyou the importance and role that your company culture plays in delivering customer experiences focused on solving your customer's problems. We'll explore:What Moneyou defines as a good customer experience How to build customer empathy into your organisation The role of customer feedback in driving your digital experience roadmap How banking should approach the challenge of building a customer-first approa...