News and Insights

The member expectations your app was built for no longer exist. The question is what you build next. The Member Has Already Moved   Your members do not benchmark their digital experience against other credit unions. They benchmark it against every app they use daily. The expectations formed by Monzo’s spending insights, by Spotify’s understanding

Why automotive finance providers need a dedicated refinance channel, and why they need it now   Every PCP agreement contains a quiet bet. At signing, the lender predicts what the car will be worth in three years and locks that figure in as the Guaranteed Minimum Future Value (GMFV) — the “balloon.” The customer only

Financial services leaders have spent the past decade modernising channels, migrating to cloud, and digitising journeys. Useful, but no longer sufficient. The next competitive edge is AI customer experience (CX) transformation: using artificial intelligence to make every interaction more personal, proactive, and outcome-led, not just faster and cheaper.   What is AI transformation (and why

AI is reshaping banking at speed, but the same technology enabling innovation is fueling a fraud epidemic that is eroding the customer trust banks depend on. The institutions that will thrive are those that meet this moment with AI built on transparency, ethics, and explainability. Banking has always run on trust. Customers hand over their

Author: Kevin Phillips With portfolios growing year-on-year and customer expectations at an all-time high, automotive finance providers face a clear choice: scale costly contact centre operations or invest in digital self-service channels that delight customers and transform the bottom line. The automotive finance sector is in the midst of a profound shift. Customers who arrange

As automotive finance portfolios grow, contact centre cost becomes a structural constraint on profitability. Every agreement generates predictable servicing interactions such as settlement quotes, balloon repayment queries and account updates, all of which traditionally require agent time. As volumes increase, so do recruitment costs, training overhead, infrastructure demands and operational complexity. For many regulated lenders,

Gen Z Aren’t Bad At Saving, But… Author: Kevin Phillips Generation Z and following them, Generation Alpha don’t think about money in the same way their parents do. They also have a much wider range of options, coupled with a new set of pressures upon them as they navigate their financial life. Why then should

There once was a time when, if we wanted to open a new current or savings account, the first port of call would be a bank or building society. How times have changed. A bank account with Sainsbury’s supermarket, saving money for your utility bills in an e-wallet by Octopus Energy and depositing money in

Never has it been more important for credit unions to treat members as unique individuals. Credit union member profiles are increasingly diverse and dynamic. Communities today include a wide mix of ages, backgrounds, and financial needs, from students opening their first account, to families saving for a home, to retirees managing fixed incomes. Treating all