Kristin Moyer

Steve Leigh from the insurance team here –   I wanted to let everyone know that I along with two colleagues here at Gartner (Juergen Weiss and Stephen Forte), will be talking about social networking for insurance in our upcoming teleconference on November 6th.   It seems to me that there remain considerable questions about what [...]

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From Peter Redshaw.  I’m just back from the hugely successful Gartner Symposium in Orlando, USA, so now I have only the one week to help make final preparations for its sister event in Cannes, France! Orlando provided lots of evidence that confidence in the IT industry is starting to grow again and the banking and [...]

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As more consumers buy mobile devices, and more banks offer consumers mobile alerts and services, banks must decide how they will support their road maps for mobile retail banking services.  Stessa Cohen just published a Magic Quadrant on this – take a look (client access required):  Magic Quadrant for North American Mobile Retail Banking.
The current [...]

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Bank bashing continues.  UK consumer group Which? has launched a campaign dubbed “Britain Needs Better Banks.” Which? says that three quarters of consumers they have surveyed think banks aren’t genuinely sorry for causing the financial crisis.  Which? is inviting consumers to vote for theme songs for this campaign such as “Gold Digger,” “Take the Money [...]

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We’ve had some client interactions with C-level banking executives and others lately that have shown that many banks are so focused on operations and products that they do not understand who their customers are or what their customers really want.  While many other industries have become more buyer-centric (for example, travel, e-commerce), banking has not.
Why [...]

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Rick DeLotto here… I was surprised this morning to find how few knew about the August 7, 2009,  “REPORT TO THE PRESIDENT ON U.S. PREPARATIONS FOR 2009-H1N1 INFLUENZA” by  the President’s Council of Advisors on Science and Technology.  EVERYONE with responsilbity for business continuity should download and take a look at it.
 
http://www.whitehouse.gov/assets/documents/PCAST_H1N1_Report.pdf
 
Let me quote an [...]

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Stessa Cohen and Rick De Lotto here. Forgive the allusion to Ani Difranco, but when If more than half of your customer base doesn’t trust you, make a bold move to gain confidence.  Some recent figures from Ramussen Reports paint a bleak, and rapidly deteriorating, state of trust for banking in the US.

Back in October and [...]

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All too often, banks make products that are focused on a blanket of perceived customer needs.  We have talked about the importance of segmentation in many different topic areas over the past couple of years, a few examples being:

Prepaid
Social media
FSNs
Architecture that can support segmentation

A product announcement last week related to customer segmentation caught my eye.  [...]

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On 17 June 2009, in a report titled “A New Foundation: Rebuilding Financial Supervision and Regulation,” U.S. President Barack Obama called for “a sweeping overhaul of the financial regulatory system.” (see http://www.ustreas.gov/news/index1.html).  Under the proposal, the federal government will assume a new role as a systemic risk regulator, with increased authority over a wide range [...]

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David Furlonger and Alistair Newton here – today we came across a new customer service offering that caught our attention and caused us to consider why it is always non-financial service providers that are leaders in customer service. Mark Hoplamazian, CEO of Hyatt Hotels, has just announced a change to the hotel chain’s Gold Passport [...]

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