Tags » Retail Banking

ING Group: The slimmer, stronger giant

In his presentations to investors, Ralph Hamers looks as if he’s trying to channel Steve Jobs.

The ING Group CEO moves around the stage, pointing to financial diagrams with excitement. 553 more words


Imperatives for the Future of Retail Banking, Bain report

The report from Bain entitled, “Building the Retail Bank of the Future is mentioning an interesting framework to upgrade to a digital bank. Here are their imperatives to build a digital bank: 61 more words

News Watch

Best Practices in Bank Customer Experience Measurement Design

The question was simple enough…  If you owned customer experience measurement for one of your bank clients, what would you do?

Through the years, I developed a point of view of how to best measure the customer experience, and shared it with a number of clients, however, never put it down to writing. 1,013 more words

Retail Banking

Best Practices in Bank Customer Experience Measurement Design: Customer Surveys

Many banks conduct periodic customer satisfaction research to assess the opinions and experiences of their customer base. While this information can be useful, it tends to be very broad in scope, offering little practical information to the front-line.  575 more words

Retail Banking

Why You Need to Transform Your Customer Service Centre

By James MacMillan, Vice President of Business Development, HGS Canada

A decade ago, for many large organizations, the main driver for IT outsourcing had less to do with budget and more to do with keeping in front of technical innovation. 595 more words

Business Process Outsourcing

Best Practices in Bank Customer Experience Measurement Design: Mystery Shopping

“You can expect what you inspect.”

This management philosophy is as true today as it was 50 years ago when W. Edwards Deming used it.  Mystery shopping is more than a pure measurement technique conducted properly; it is an excellent motivational tool to motivate appropriate sales and service behaviors across all bank delivery channels. 728 more words

Retail Banking