Category Archives: Opinion
Growing guidance – a new baseline
The big development this week was the release, from the FCA, of finalised guidance for treatment around vulnerable customers. Much of this reflects some of the best practices we already see within financial services and other leading industries, and indeed … Continue reading
Half term – half time
Things seemed to slow this week. Maybe it was because it was half term at school or maybe we are just more in a rhythm. Mind you in the wider world there were still a few stories that caught the … Continue reading
Mining new data for new value
With the move of much of our lives online, digital interaction has now become almost everyday. Development and configuration does take time however and this week I seem to have mainly spent setting up some digital infrastructure behind the scenes … Continue reading
Peak Digital: Are we starting to see some limits?
With lockdown, many of us have transformed how we work, shop and use services from companies. As a result, and also through necessity, there has been widescale digital implementation and adoption. New habits have been created for employees and customers … Continue reading
Viral Opinions – Lessons from a crisis
With all the talk of vaccines, delivery and contracts this week much of the news from the financial services industry again seemed lost in the mix. It was still there, but for the moment COVID the vaccine scandal has dominated … Continue reading
How to climb a mountain – a step at a time
This week, the general stupor from the holidays seemed to lift and we all found ourselves standing in bright sunshine, staring at each other. It dawned, maybe, just how high the mountain of work for 2021 is. A sense of … Continue reading
Moving on and moving on up…
Two weeks into the year and a couple of themes are already emerging. Complexities: Rising complexities with trade, increased COVID levels, with new variants, is all leading to a real sense of unease on the economy and going forward more … Continue reading
6 months in 5 days – the first week of 2021
It has been quite the first week of the year. Back to work after the holidays A new lockdown, with a spiraling pandemic Brexit/End of the transition period, with a loss of trade freedoms with the EU starting to bite … Continue reading
Forest for the trees: Some outlandish predictions for 2021
The week between Christmas and New Year is always difficult. Most of us are huddled at home, in hiding and pretending the world has stopped for a week. For some, this year, with COVID levels continuing to rise, has of … Continue reading
Driving home over Christmas – the need for positive customer outcomes
We are on the last lap, the final straight, with the finishing line now in sight for the end of the working year. The holidays are almost upon us and most of us are just exhausted from what has been … Continue reading
