11 episodes

A podcast which explores the challenges incumbent financial service brands face when looking to deliver a customer experience which is comparable if not better than the experiences provided by the launch of challenger brands. Each episode will involve a deep dive interview with client-side marketers and industry experts. And will explore a different aspect of what goes on behind the scenes when looking to deliver a great digital experience such as design, marketing, UX, technology, data, processes, culture and people management and how each works in tandem.This podcast is for anyone working in financial services who are looking for expert advice and practical insights from their industry peers.

Reimagining CX in financial services Ratio:FS

    • Business

A podcast which explores the challenges incumbent financial service brands face when looking to deliver a customer experience which is comparable if not better than the experiences provided by the launch of challenger brands. Each episode will involve a deep dive interview with client-side marketers and industry experts. And will explore a different aspect of what goes on behind the scenes when looking to deliver a great digital experience such as design, marketing, UX, technology, data, processes, culture and people management and how each works in tandem.This podcast is for anyone working in financial services who are looking for expert advice and practical insights from their industry peers.

    Interview: How The Nationwide Building Society is approaching digital change | In conversation with Richard James, Ways of Working Enablement Leader at Nationwide

    Interview: How The Nationwide Building Society is approaching digital change | In conversation with Richard James, Ways of Working Enablement Leader at Nationwide

    To get in touch with future questions or to be interviewed for a future episode, email info@ratiofs.com or visit us at www.ratiofs.com
      In today's episode, we will explore 
    The future role of the bank's branch networkThe importance of having the right company culture to drive changeThe challenge of moving beyond the status quo in a big organisation How the Nationwide have engineered their team structure so that teams are empowered to drive rapid changeHow Nationwide approaching defining a great customer experience  
     

    • 46 min
    Personalisation - The Future of Banking and Insurance

    Personalisation - The Future of Banking and Insurance

    With Doug Morris, digital strategy director at Ratio: FS, we explore the role that digital personalisation will play in the future of banking and insurance. We delved into the role personalisation plays in delivering an improved customer experience and how personalisation could help enrich the day-to-day experiences a customer has with their bank and insurer. 
    The role personalisation plays in helping a potential customer identify which product, service or content is most relevant  The importance of profiling customers needs and interests  The importance of delivering a joined-up experience across digital channelsThe role of personalisation in supporting the offline conversation How personalisation can help elevate a bank or insurer from a product supplier to a trusted advisor

    • 38 min
    The role of agile in developing digital customer experiences in financial services

    The role of agile in developing digital customer experiences in financial services

    During this episode, we explore what agile means within the context of financial services and the role that agile methodology has to play in the design and delivery of digital experiences and why agile is more than just a buzzword used in software development. 


    During this interview, we also covered:


    Why agile is more than just a buzzword The debate between waterfall and agile and the pro and cons of eachWhy large FS institutions find agile so challenging to implement A breakdown of the building blocks that go into the rollout of an agile approach to digital experiences How an agile approach can help FS brands to deliver faster improvements to the customer experience 

    • 31 min
    The role a banks brand plays in digital customer experience

    The role a banks brand plays in digital customer experience

    We explore why banks are in danger of commoditising their services by being drawn into competing on digital features and whether this is the route to building strong customer relationships. 
    We look at the importance which brand, brand values and taking what's unique about your business and translating this uniqueness across digital channels and services.
    We explore why a businesses brand is a crucial way to build a deep relationship with customers and is a critical way to differentiate their service as they are becoming increasingly digital. 
    During this interview, we also covered:
    Why are a banks brand importantThe importance of understanding your brand values Do financial service brands translate deliver on their valuesThe challenge of de-toxifying a banks image Do customers feel banks are serving their needsHave legacy banks become complacent?Do customers receive a fair service for the value they create for their bank. To get in touch with future questions or to be interviewed for a future episode, email info@ratiofs.com or visit us at www.ratiofs.com

    • 39 min
    Banking as a Service - disrupting the future with Solarisbank

    Banking as a Service - disrupting the future with Solarisbank

    Today we're joined by Florian Redeker, VP of Product at Solarisbank. During this conversation, we discussed the role that Banking as a Service will play with changing the way customers will potentially consume financial products in the years to come.

    We explored what is Banking as a Service as well as the opportunities this has opened to banks and non-banks to deliver new products and services across traditional and non-traditional channels.

    To get in touch with future questions or to be interviewed for a future episode, email info@ratiofs.com or visit us at www.ratiofs.com

    • 39 min
    How banks are leveraging customer data to deliver tailored banking experiences and the ethical challenge between what you can do with data and what you should not do

    How banks are leveraging customer data to deliver tailored banking experiences and the ethical challenge between what you can do with data and what you should not do

    During this episode, we explore with Chris Probert, data practice lead at Capco – the role of data, the obstacles which banks face when looking to leverage customer data and the opportunities it presents to deliver a tailored banking experience. 

    We’ll explore:


    The many challenges and opportunities that data opens up for banks when looking to deliver hyper-tailored banking experiences.The possibilities that data present in allowing banks to offer products and services which are tailored to each individual customer's personal needs.The role of ethics and privacyThe importance of lowering the cost of insight acquisitionExample use cases for leveraging machine learning 
    To get in touch with future questions or to be interviewed for a future episode, email info@ratiofs.com or visit us at www.ratiofs.com

    • 45 min

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