Opinion on Financial Services

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Barclays moves first on voice biometrics

Voice biometrics technology is expensive; however, failure to invest in the technology could leave banks trailing behind other sectors.

Published By Datamonitor
07 Jun 2013
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Barclays Pingit extends its reach to all UK banks

Barclays Pingit, the P2P consumer payment service, has extended its coverage to non-Barclays customers. Barclays has been promoting the latest download figures, of around 400,000, in the two months since the app was released. However, Datamonitor believes it needs to reach the millions and the bank needs to address concerns about intra-operability before the system can revolutionize P2P payments.

Published By Datamonitor
19 Apr 2012
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Barclays scraps passwords for biometrics

Barclays has introduced biometric identification for telephone banking to make identity verification quicker and more secure. However, expansion into more popular channels will make a real difference to the customer experience.

Published By Datamonitor
25 Jun 2014
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Barclays seeks to improve customer satisfaction by focusing staff incentives on service

Barclays has announced a new staff incentive scheme that is based only on customer satisfaction, rather than sales of products and services. Good customer service is a vital element to rebuilding trust among consumers, as well as to acquiring and retaining customers. Aligning staff incentives with this issue should be an effective means of improving customer satisfaction.

Published By Datamonitor
10 Oct 2012
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Barclays steps back from branches

Barclays has said that it is considering reducing staffing levels in response to the migration of customers to digital channels. Although cuts in branch numbers will help to reduce costs, banks should be aware that branches are still one of the best channels for promoting customer engagement and acquisition.

Published By Datamonitor
15 Mar 2013
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Barclays-Asda tie-up: cutting costs, improving service

Barclays' decision to relocate four of its branches within nearby Asda stores will enable the bank to reduce costs and increase convenience for consumers.

Published By Datamonitor
18 Nov 2013
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Big data is not the big solution

Big data can provide information on consumer behavior but doesn't provide the insight into motivations and attitudes required for customer engagement and satisfaction.

Published By Datamonitor
08 Jul 2013
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BOQ should use error to build love

Making an error in banking is never something to celebrate, but it can be an opportunity to build reputations and relationships. Bank of Queensland (BOQ) recently announced that it will refund A$34.5m to customers after an internal review found it had charged incorrect rates and fees.

Published By Datamonitor
16 Aug 2013
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Branchless Atom bank will have limited appeal

A new digital-only bank called Atom is set to enter the UK market. However, its lack of branches and telephone banking will not appeal to the majority of consumers.

Published By Datamonitor
11 Apr 2014
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Brazil's state-owned banks bring down the cost of credit

Banco do Brasil and Caixa Economica Federal have announced that they will be lowering the cost of credit for consumers in Brazil. The government-driven move should finally provide ordinary consumers with the chance to make full use of credit cards in a country that is famous for its high APRs.

Published By Datamonitor
18 May 2012

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