Web/Tech

Everybody is a technologist

Colin Henderson

In a follow up to yesterdays Oyster setback, TfL indicate in The Times that they are still keen to proceed, but can’t get the economics to work.  Again refer to yesterdays commentary here.  Its going to be hard to make this work, no matter how many boffins are stuck into that shed.  That comment is typical of the frustration of big companies who haven’t achieved the right level of integration with their technology groups.  Everyone/ company is in the technology business now, whether they like it or not. TfL’s Oyster-card ambitions hit delays – Industry sectors – Times Online TfL … Continue reading Everybody is a technologist

Innovation

Wells Fargo adds online banking to its branches in Oregon

Colin Henderson

Reflecting what is presumably a customer requirement for the area, Wells have added online banking terminals into their branches in Oregon, and SW Washington, to promote online services. Despite online surge, branches are alive and well – Puget Sound Business Journal (Seattle): the Internet is Wells Fargo’s most popular service channel. The number of online sessions logged by its customers each month is now greater than the number of transactions customers make each month — collectively — at branches, ATMs and over the phone. Technorati Tags: bank_branch Continue reading Wells Fargo adds online banking to its branches in Oregon

Telephone Banking1 Comment

2.0 goes mainstream – now its call centres

Colin Henderson

The 2.0 thing is not officially out of control. Web 2.0 Women 2.0 Business 2.0 Identity 2.0

Now we have Call Center 2.0

However at least they are calling it that, with an apparent understanding of what 2.0 should mean, so I have to credit them for that.

The Dawn of Call Center 2.0 – –

Call Center 2.0 is not about technology only; it's about state-of-the-art customer relations and determining the best way to put the customer first. It amounts to mass customization of customer contact — the ability to make every customer feel special.

Nothing new in the concept, but certainly its new in that call centres do not do that well today. For Banks, we should be in the best position of all to handle this well, because the "mass customisation" referred to would work only if the Bank has adequate information in advance, and can distill that down to the appropriate business rules, and information, such that the customer is delighted whenever they call.

Continue reading “2.0 goes mainstream – now its call centres”

Payments, US1 Comment

TfL decision to drop Oyster expansion, is to be expected

Colin Henderson

Courtesy of Payment News, FT reports that the costs associated with expanision of Oyster stored value cards, to cover other small payments has been dropped because its too expensive. Oyster has a proprietary POS terminal. FT.com / World / UK – TfL drops proposal to expand Oyster card use The transport agency had hoped to roll out a service this year that would have enabled passengers to use their Oyster cards – currently used on the London Underground, buses, and some trains – to buy low-value goods such as newspapers, coffee and sandwiches with “electronic money” that would be loaded … Continue reading TfL decision to drop Oyster expansion, is to be expected

US

Hispanic immigrants pose difficulties for US Banks

Colin Henderson

The issue of immigrants is a hot political potato in the US. While on the one hand banks do not want to miss out on a large market, its clear from the under-noted, that some are dancing on the edge of legal issues by opening accounts for, in effect non-residents. SUSAN TOMPOR: Hispanics live on fringe of U.S. banks Unlike some banks that require a Social Security number, Chase allows Hispanic immigrants to use a Metricula Consular, a document of identity issued by the Mexican government, as one piece of identification to open a banking account. Continue reading Hispanic immigrants pose difficulties for US Banks

AI

You can’t keep up – trying to will make you dumber!

Colin Henderson

I love this post.  Its the most lucid thing I have read in a while in the general space of memetrackers/ aggregators, and generally staying current. We should all read this, give our heads a shake, and focus! And might I add, Newsvine, Digg, Greatnews, Feeddemon, Bloglines, Tailrank – all of you please read.  You are making this worse, not better.  Creating Passionate Users: The myth of “keeping up” You can’t keep up. There is no way.  And trying to keep up will probably just make you dumber. You can never be current on everything you think you should be. … Continue reading You can’t keep up – trying to will make you dumber!

Security

World survey of Banks, and whether their log in is secure

Colin Henderson

Here is a unique survey of banks around the world, and how they treat log in, and whether they have two factor authentication. This appears to align with this earlier post. Secure Web Bank – WWW Security Tests, Ideas, Prototypes. In order to encrypt login information, the page receiving the information has to use SSL, while the form where the user enters such information does not have to use SSL. However, in this case the user has no way to tell if the login form is "legit" or spoofed. Sadly, many banks no longer offer SSL login forms.Here a quick … Continue reading World survey of Banks, and whether their log in is secure

AI

PEW – major moments in life, survey

Colin Henderson

More research confirming the web lifestyle is here for a majority of US.  Pew Internet & American Life Project Report: The internet at major moments 54% in the number of adults who said the internet played a major role as they  helped another person cope with a major illness. And the number of those who  said the internet played a major role as they coped themselves with a major illness increased 40%. 50% in the number who said the internet played a major role as they pursued more training for their careers. 45% in the number who said the internet … Continue reading PEW – major moments in life, survey

AI2 Comments

Pinkomarketing definition – Google groups

Colin Henderson

I had to capture these five points, which brilliantly summarise the Pinko Marketing concept, courtesy of Tara. Google Groups- Pinko Marketing Pinko, to me anyway, describes an approach to things including: inbound, rather than outbound messages making tools available for a community, then getting out of the way being part of the community, not a tourist being 100% authentic advocating FOR your community to your company rather than the other way around Relevance to Bankwatch: Where do I start. All five points are the exact opposite for most Banks, a few believers aside, so any changes that can be made … Continue reading Pinkomarketing definition – Google groups

Payments

Australia equalises Interchange costs for debit & Visa debit

Colin Henderson

Basic change, which seems to be designed to level the paying field in the Australian payments market, due to an unfair advantage previously accorded to Visa. Previous story about ANZ Visa debit here. As the Bank has previously noted, the current structure of interchange fees creates a strong incentive for financial institutions to promote the Visa Debit system over the EFTPOS system, despite the EFTPOS system having lower operating costs. If a cardholder makes a payment with an EFTPOS card, the institution that issued the card must pay around 20 cents to the merchant's bank. In contrast, if the payment … Continue reading Australia equalises Interchange costs for debit & Visa debit