Customer Experience/CX & User Experience/UX


Sibos 2017: embrace the change or get out of the way!

At today’s (18 October) panel discussion at Sibos, user experience (UX) and organisational culture were put to the fore. What does it take to create a simple yet meaningful UX? And what role does an organisational culture play in it?

Efigence designs interface for Emirates NBD’s new digital banking platform

Emirates NBD has launched a new digital banking platform with interface design developed by Efigence Group, a Poland-based customer experience (CX) specialist. Efigence, through its Artegence business, worked on “enhanced information architecture, re-designing user experience with a new graphical user interface (GUI) and supporting the implementation of front-end technology”.

Getting to experience thinking

“We’ve got a great idea we think you’re going to love.” Despite its manifest flaws, this is the approach that has long dominated the development of new products and services. While introducing products that people love is an exemplary goal, real omniscience has proven to be distressingly rare.

The Monday mindset: 31 July 2017

Fintech zeitgeist! Every Monday, we might look back at last week; look ahead to this week; share a few thoughts (our own or others); or discuss anything that catches our eye. This week, Soumik Roy, a digital marketing and technology specialist, brings us his perspective from within India – and all about the UI and […]

Will 2017 be the year financial services improve their UX?

2016 has been a big year for user experience (UX). The web, as a whole, became easier to use, apps became more intuitive, and services became a lot more engaging and purposeful. But could the same be said for financial services? Perhaps…

Virgin Money to launch digital bank, looks for customer experience leadership

Virgin Money plans to launch a digital bank – VMDB – and is now recruiting for a head of customer experience. As Banking Technology reported in November, 10x Future Technologies, the start-up founded by former Barclays CEO Antony Jenkins, is building a digital core banking platform for Virgin Money. The latter also signed a long-term […]

Is customer loyalty dead in banking?

In an age of increasingly high consumer expectations, driven by ever increasing customer choice, the term “customer experience” has become more than a simple buzzword. Used as a key brand differentiator for all types of industries, it has emerged as a crucial tool in driving customer loyalty in the long-term. Irrespective of whether you are […]

How emerging banks are changing the banking experience

Consumers and businesses alike will often consider a company’s reputation before entering an agreement with them. After all, why would anyone choose an organisation which has history of letting its customers down, over another with a spotless track record? It’s unsurprising then that once the reputation of traditional banks in the UK was tarnished by […]

IDFC Bank deploys customer experience and digital banking platforms from Backbase

Digital banking software specialist Backbase is implementing its omnichannel banking platform at IDFC Bank. India-based IDFC Bank will be able to service its customers “through multiple channels synchronously, creating a single multimodal touch point”, according to the vendor. The goal is to “quicken response time and improve efficiencies”. Dr Rajiv Lall, MD and CEO of IDFC Bank, […]

The hare and the tortoise: racing ahead in customer experience

Sid Parashar, SVP of client relations and strategic account management, Firstsource Solutions, asks if traditional banks are now ready to take on the new kids on the block when it comes to customer communications. As the banking industry emerges from one of the most transformative periods in its history, it has been a trying time […]