Transferring trust

Mark_Jopling
April 25, 2013
1

In the mobile age it’s no surprise that retail banks are seeking smoother, smarter ways for their tech-savvy customers to manage their money. But for banks looking to raise their game, the challenge is less about building new platforms for banking, and more about convincing people that mobile banking is secure.

Findings from Smart Service — online research commissioned by BT in Spain, Hong Kong, the UK, France, Germany and the USA to track consumer attitudes to retail banking in the digital age — suggests that some regions are more wary of embracing services like mobile banking than others. US customers, for example, are among those that need convincing the most. [Read more...]

Filed Under: Financial Services, Global, Mobile, UK Tagged With: , , , , ,

Faster switching: The Winners and Losers

April 17, 2013
1

How long does it take to switch bank accounts? Ten days? Two weeks?

According to the Payments Council the current “best time” achieved by account holders to successfully switch to another bank is 18 days and it can take as long as 30. And this isn’t just in the UK. Mystery shoppers taking part in a survey carried out across the 27 states of the EU last year found trying to change banks is a very tricky business indeed.

“This transformation in the market can be used to innovate
product offerings to attract customers” [Read more...]

Filed Under: Financial Services, Global, Mobile Tagged With: , , ,

Banks building trust in new technologies

Banks building trust in new technologies
March 27, 2013
0

Retail banks are preparing themselves to serve a new generation of customers — ones that are technologically savvy and always on-the-go. They are investing in, or assessing the opportunities offered by, new technology platforms for mobile banking, digital media channels and alternative payments.

However despite the explosive growth in the number of mobile devices such as smart phones and tablets — which are used to access Facebook, Twitter and all types of digital applications — most banking customers — particularly those in the US and Europe — are still showing signs of wariness when it comes to mobile banking or interacting with their banks through social media.
[Read more...]

Filed Under: Financial Services, Global, Mobile Tagged With: , , ,

Smoother operators in mobile health

Pioneering telehealth in the South West
March 5, 2013
0

The vision for a health service where technology delivers better care for patients continues to grow apace — and with his ambition of a paperless NHS by 2018, Health Secretary Jeremy Hunt is focused on driving up efficiency in healthcare.

Predictions of how transformational the efficiencies will be are fuelling the momentum for change. A report by PriceWaterhouseCoopers estimated that up to £4.4bn could be put back into the NHS by making better use of IT, as well as improving services and meeting the needs of an ageing population. [Read more...]

Filed Under: Global, Health, Mobile, UK Tagged With: , , , , ,

The wrong approach to BYOD

Webchat: be more efficient by multi-tasking
February 12, 2013
2s

Amongst the Alfred Hitchcock classics is the Wrong Man. In it, Henry Fonda plays the role of a man whose life is turned on its head as the result of mistaken identity. His character, Manny, a devoted family man living on a tight budget, is identified by several witnesses as a bank robber, and a series of events see the devastating impact these errors have on him and his family. 

With BYOD, the immediate reference point, target and perceived “owner” is identified as Manny, or rather, the IT team.  The evidence suggests that they should take this on and do what is necessary (at the lowest cost). However if we pause to reflect, we see that BYOD is one of the factors that drive even bigger themes of: mobility, social and cloud. Thereby changing the way organisations interact with their customers, employees and partners. [Read more...]

Filed Under: Global, Mobile, Unified Communications Tagged With: , , , ,

RIP for NFC?

Autonomous Customer
February 12, 2013
0

When the iPhone 5 was released recently, one of the big talking points was the decision not to include near field communication (NFC) capability. So is this a missed opportunity by Apple or a stark assessment of the technology’s prospects?

NFC facilitates contactless payments and data transmissions and it’s been bubbling under for quite a while. But it’s not hit the heights predicted for it just yet, with only 2 per cent of merchants globally equipped with NFC reader terminals. [Read more...]

Filed Under: Global, IT Infrastructure, Mobile Tagged With: , , , , ,

Dodd-Frank, MiFID II and regulatory mobile voice recording

Dodd-Frank, MiFID II and regulatory mobile voice recording
February 8, 2013
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I was in Paris recently at a customer event about the impact on IT of financial market regulations.  We all spend so much time talking on mobile phones that we forget how much they have become part of the normal work environment, particularly for providing service to customers. 

Dealers and back-office staff, wherever they may be at the time, need to sort out customer issues whenever they occur.  A recent example was during Hurricane Sandy in the USA, when a large number of staff from many firms either couldn’t get into their offices due to disruptions in the transport system on the US eastern seaboard, or even if they could reach their office then key elements of their systems were down due to flood damage.  “Dealer at home” systems helped to keep some investment firms alive in the market until their core systems could be brought back up. [Read more...]

Filed Under: Contact centres, Financial Services, Global, Mobile Tagged With: , , , , , ,

Understanding and Accommodating the Power of The Individual

As fast as a call but no accent
January 15, 2013
0

The age of universal connectivity is upon us. By 2014, there will be more mobile devices connected to the Internet than PCs. What are some of the key implications of this phenomenon? For society? For communications networks and their security? And for the future shape of the workplace? Our Istanbul Big Conversation Summit addressed the questions and debated some of the answers. 

Almost everywhere on the planet, the instant global connectivity provided by personal mobile devices is changing social relationships, engagement with brands and even whole societies.  In Turkey, location of our most recent Big Conversation, the phenomenon of instant communication is both prolific and well understood. [Read more...]

Filed Under: Global, Mobile, Security, Unified Communications Tagged With: , , , , , ,

FFA: where are your field engineers and what are they doing?

Field-Force-Automation
November 29, 2012
0

Imagine; one of your most important customers reports a major incident. How will you find the right engineer, the one who is closest by and who has the right skills? Or another scenario: what happens when one of your engineers reports himself sick on the day he has an urgent intervention on his planning?

These are the days you wish you had a system that tells you where your engineers are and what they are doing. Wouldn’t it be great to be able to re-distribute the work without having to make a zillion phone calls?

If you have a mobile workforce in your company, you’ll likely be familiar with the above scenarios.  You’ll know all about the stress such situations cause and their impact on work planning and efficiency.   But perhaps most importantly, you’ll worry about the impact on your customers. [Read more...]

Filed Under: Benelux, Country, Mobile Tagged With: , ,

CIOs worry about enterprise mobile security, cost

Tablet
October 24, 2012
0

With 100 million iPads and close to a billion smartphones in user, the mobile invasion of enterprise IT is underway.

A recent CIO survey by McKinsey affirms this, but warns that IT leaders are worried about security, cost and governance.

McKinsey’s poll of 250 CIOs worldwide found: [Read more...]

Filed Under: Asia Pacific, Mobile Tagged With: ,
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