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Ofcom stats show the power of digital in banking

Two thirds of people are banking and paying bills online – and smartphones are growing in popularity

29 April 2016 | Digital banking Internet banking Mobile banking |

Ofcom has released its latest research, Adults’ Media Use and Attitudes 2016, and there are some interesting findings around device and platform use for – and the general popularity of – online banking. Here we present some of the key facts and stats, and comment on the increasing use of...keep reading

BBVA’s “pequeñas cosas” campaign focuses on simplicity and convenience for customers

A history of digital innovations promoted in a marketing campaign

26 April 2016 | Mobile banking |

At the end of 2015 BBVA launched a new initiative called “La Revolución de las Pequeñas Cosas” – “the revolution of small things” in Spanish – to proactively promote the small but powerful features on its digital banking platforms.

Aimed at making the lives of their customers easier, the...keep reading

Using contactless in the pub?

You’re not the only one. More and more people are using new payment methods in their local – and pubs are loving it.

21 April 2016 | Mobile payments |

As Barclaycard data showed at the end of last year, using contactless to pay in pubs is increasingly popular. In fact, contactless payments made with Barclaycard contactless cards in pubs and bars almost doubled between September and December.

The increase in the contactless spending limit from...keep reading

Chat bots: A better experience for banking customers?

Does top digital customer service mean interacting with a robot? Not yet, it seems.

19 April 2016 | Social |

As we touched on in our recent article about social customer service, the possibilities to provide support over private channels such as Facebook Messenger are expanding. Not least because, as Mark Zuckerberg announced at the F8 conference last week, Facebook has introduced ‘chatbots’. According...keep reading

Why did Barclays decide to introduce Apple Pay?

It could be customer demand… but the potential for collaboration is a likely factor

15 April 2016 | Mobile payments |

When Apple Pay arrived in the UK last year nearly all of the biggest high street banking brands announced that they would be partnering with the tech giant to bring the contactless mobile payment solution to their customers. Barclays was, however, notably absent from the list. Despite the fact...keep reading

Credit card providers could better educate customers in financial health

Many savings features could easily be adapted to encourage responsible credit management

08 April 2016 | Credit cards |

Since the recent financial crisis, banks and lenders have been forced to make significant changes to their processes and codes of conduct. As well as ensuring responsible lending practices, banks have an implied responsibility to educate their customers in financial health. Although Mapa has seen...keep reading

Social customer service: how banks can offer better support

The popularity of private messaging platforms provides a new avenue for convenient customer service across all industries

06 April 2016 | Social |

As we discussed at the end of last year, some banks are making use of the more private social channels to communicate with customers and offer help and support. Our latest Insight Series report, Customer Servicing on Digital Channels, postulates that banks will continue to experiment with a...keep reading

Santander UK launches ‘voice banking’ in mobile app

The bank is the first in UK to introduce a virtual assistant of this kind

01 April 2016 | Mobile banking |

Last week we saw Santander launch the first virtual assistant technology for an iOS mobile banking app in the UK.

“Technology is rapidly changing how customers bank and pay on the move. We want banking to be simple, personal and fair and we believe technology, like voice banking, will play a...keep reading

What impact will the Lifetime ISA have on the UK savings market?

We assess whether Osborne's latest budget can bring back the idea of 'life savings'

29 March 2016 | Savings |

In his 2016 budget, George Osborne announced an increase in the annual ISA limit, from £15,240 to £20,000, in addition to the introduction of a new flexible lifetime ISA. Both are designed to encourage the UK population to adopt a lifetime savings habit. However, with the UK savings market in the...keep reading

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