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Elise Nunn, Head of Operations at Plum joined Chris Ward, Principal Consultant and Suraya Randawa, Head of Research at Mapa Research to discuss Open Banking: Chatbots, CX, Integration and how to make the most out of the new
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The smartphone-dependent generation is driving the evolution of the payments space, with its deep engagement with social media and messaging services. People are expecting intuitive journeys and instant results in everyday encounters. These shifting...
2018 could be the year of the Aggregator as customers feel more empowered to take the right actions for their financial wellbeing. An increased demand in customer expectations and Open Banking initiatives are driving improvements in efficiency and...
There are so many new players in the UK banking scene, we decided to put them all these so-called challenger banks in one place – looking at what they do, who they serve, what technology they have and where in the process they are, in terms of...
Where will the true innovation and disruption actually happen following the introduction of PSD2 and Open Banking? Our analysts have shared their thoughts on where the market is headed in Part 3 of the recording of ...
What does it take to create a successful aggregation platform? In the second recording from our most recent webinar, our analysts drill down into...
The Mapa Account Aggregation Monitor will help your business make sense of this evolving market, showcasing examples of best practice from bank and non-bank providers. This new ...
After all the hype in the run-up to PSD2, what has actually happened since the new regulation came into effect? This is the question that Chris Ward, Principle Consultant, Suraya Randawa, Head of Research, and Rory Pennington, Lead Analyst,...
There will be a lot happening in digital banking next year. Data will play an important role, how it's used and controlled will determine the value it adds to customers. Increasing competition in the market means that banks need to review how they...
In the world of finance, there is a lot of excitement around PSD2 and Open Banking. As we move closer to the day that the new regulation will come into effect, both challengers and incumbents have announced that they will take advantage of open APIs...
New regulation around security is due to come out next year as PSD2 is setting an absolute standard for Strong Customer Authentication. From a security perspective, additional layers of authentication will help prevent online fraud while, from a...
This complimentary report looks at how UK and US providers in the credit card space are educating and supporting customers on digital channels. Studying the current state of the market and its future direction, find out how banks acquire and service...
The SME Banking Monitor compares leading business bank accounts in the UK across nearly 400 metrics for their desktop and mobile banking services. This helps our clients understand how banks are improving their digital offering
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Mapa believes that a superb customer experience is fundamental to getting customers to use contactless cards and digital...
This free report looks at some of the Personal Financial Management (PFM) tools available to mobile banking customers in the US. PFM tools (ideally) help customers better understand their financial health, what they are spending money on, and...
Selling financial products on small screens continues to pose a challenge for banks. However, as other industries test smarter mobile advertising, and as screens get bigger, consumers are ready and willing to 'buy' directly from their mobile device....
PayPal wants to grow its market share in peer-to-peer (P2P) payments. Spotting an opportunity to bring its proposition closer to customers, the provider is offering access to its P2P payments services directly within partnering apps and...
Who provides the best digital SME banking journeys? At Mapa, we have consistently noted that digital small business banking propositions fall short of personal banking offerings, and are not quite keeping pace with technological innovation or,...
What do consumers think about digital wallets? We invited twelve banking customers to take part in a focus group on financial innovations. Having already shared their thoughts on ...
We invited twelve banking customers to take part in a focus group on awareness of and attitudes to account aggregators. Participants were split into two groups...
This free report assesses mobile banking customer experience, in particular how providers are giving customers more control and personalisation within apps by letting users adjust how and when they are sent notifications and alerts.
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The question is no longer which banks are present on mobile devices, but who is truly elevating the user experience. Mapa's quarterly Mobile Banking Monitor assesses financial services...
According to Payments UK, by the end of this year, the payments landscape is going to have changed forever. The stats supporting this argument are compelling. Over the course of 2016 the use of contactless payments tripled and the increase in the...
What does best practice look like in terms of digital ID & verification? And, as digital becomes the channel of choice for more and more banking customers, how can financial services providers ensure that applicants complete the onboarding
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In the last few years, regulators have moved away from a reactive approach to a proactive and preventative model when it comes to financial services. One element of this new world order is in the EU-wide second payment services directive
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Following on from our Artificial Intelligence report published in November last year, this free report looks at what's been happening with
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This free report takes a look at how banks are integrating smart keyboards into messaging and social media platforms, allowing customers to make digital payments from channels like WhatsApp and iPhone Messages.
Banks face a constant
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If you lose a bank card, how easy is it for you to suspend it? And can you do it from the mobile app?
Banks are starting to realise that easing pain points like this can significantly improve the customer experience. Indeed, Monzo has
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The latest in our Insight Series, this detailed report assesses what's going on with personal financial management tools as digital banking enters its 'third
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The Core Financial Products Monitor covers Current Accounts, Savings, Mortgages and Personal Loans. We track the leading providers in the UK on a quarterly basis, comparing around a hundred metrics relating to promotion and positioning of
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Despite the growing importance of millennials as a customer segment for banks, older generations still carry plenty of value for financial services institutions. Moreover, it's
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This Insight Series report looks at how the digital help and support offered by banks is evolving. Managing and keeping track of finances is a complex business for many
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As NatWest unveil their updated mobile app, resplendent with a new feature allowing customers to notify them of travel plans, we put together this free report showing their user journey, and that of some of the other banks who offer the same
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People are making more digital transactions in Britain than ever before. As a result, paper statements are getting longer, adding costs to banks, who are trying to migrate their customers to digital channels. The cost advantages to banks of
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The Mapa Credit Cards Monitor offers exclusive insight from both public and secure areas, assessing developments such as calculators, application processes and the servicing of credit card accounts online.
To win and retain
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More and more banks are letting customers adjust their overdraft or credit limit via the desktop banking channel, and some are even offering it on mobile apps.
But how smooth is the experience for customers? And how easy is it for
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Will we soon see the 'death of the branch'?
This infographic from Mapa Research looks at how customer behaviour (moving basic banking activity online) and branch cost-cutting measures are leading to branch closures, and a new approach
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This free report takes a look at just some of the changes MBNA has made to its digital offering in the last few months.
Without a branch network, MBNA has to have a digital focus. The recent
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The Desktop Banking Monitor offers a vibrant synopsis of what is happening beyond the login across the websites of top financial services providers. This quarterly matrix and accompanying report looks at more than 20 brands in the UK, US,
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In our final Insight Series Report of 2016, Mapa Research asks: What should financial services providers be considering for next year, to improve the digital customer experience?
Featuring behind-the-login screenshots
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Artificial Intelligence (AI) is being used across the financial services industry, becoming more popular in customer-facing digital channels. While the technology is improving, and offering a clear way to improve on customer service offerings
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What are banking providers doing to ensure a smooth onboarding experience for new customers? How can they reduce abandonment rates? What does good onboarding practice look like? Whether looking at SME accounts, current accounts or credit cards,
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One of the main challenges facing banks today is that of ensuring digital security whilst minimising the impact on the customer experience and usability. As
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Download our report outlining how banks can encourage mobile banking app adoption, and discover which banks are not only promoting their apps prominently on desktop, but also clearly defining the value their apps deliver to
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Mapa Research has taken its expert digital banking research offering to the United States, giving financial institutions in North America the chance to see what their competitors and peers are doing online, and the customer experience they are...
Traditionally, online business banking has been solely based on the supply of financial products to businesses, and have neglected to support businesses in the areas of providing actual insight and support to help people run their...
At Mapa, we have been involved in mobile banking research since mobile banking began. We have closely followed the global evolution of the mobile banking channel, up to the stage it’s at today: competing with desktop as customers’ preferred
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