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Brave admission
Admitting to ignoring your customers and taking your eye off the ball isn’t normally the best way of advancing your bank, but it’s brave. Barclays retail boss Antony Jenkins has spoken candidly in...
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Telecoms and the curious case of the expanding store network
The demise of the UK high street has long been a topic of discussion. It has been described both as ‘the end of bricks and mortar’ and ‘the rise of clicks and bricks.’ The debate that now dominates...
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Sorry really is the hardest word
Watching TSB’s launch advertising you could be forgiven for thinking that banks may have learnt their lesson when it comes to customer experience. Whilst other banks are still putting money aside for...
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The cashless society
The ‘cashless society’ isn’t a trend to be ignored. For businesses who sell, preparation is key. Identifying the likely changes and their impact is the only way to ensure your business stays ahead. The...
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The Rise of the ‘Culture Carriers’
You have to give it to business executives, they have a brilliant knack at coming up with new business terms. The latest one to make the rounds is ‘culture carrier.’ Whilst it may sound like a medical...
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Business governance. Faith in culture isn’t enough.
With any banking scandal comes the argument about culture, governance and transparency. With the recent HSBC tax evasion controversy the issue of how to run a disciplined multinational business has...
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