If Machines had a Heart

The role of self-service in retail banking and insurance Self-service technology is becoming increasingly common in retail financial services. It’s our opinion that self-service has an integral role to play for all customers, provided it is concentrated on web and branch channels. One of its key roles should be to create transparency for customers — effectively, making financial services credible again — and thereby renewing trust and loyalty in financial institutions.

Customer Experience - Self Service   PDF [937KB]

Whose opinion?

Ann Sinclair

Ann has led our customer experience programme since it was established. She has worked with our clients on the issues they face in providing their customer experience and has led our research initiatives to better understand the role of technology in delivering it. Ann has more than twelve years experience working in sales and marketing in Europe and Asia, in telecoms and IT services. She enjoys running and pilates. One of her proudest achievements in recent years was running the Loch Ness marathon in less than four hours – and being able to face the gym again just three days later. ann.sinclair@uk.fujitsu.com

Peter Barrett

Peter Barrett is responsible for marketing and business development in the Financial Services sector. His particular area of expertise is in customer service and channel management in the retail banking and general insurance sectors.

He spends most weekends either mountain biking or acting as a surrogate roadie for one of his sons, who is a drummer in a band. peter.barratt@uk.fujitsu.com