NatWest: Banking on your voice
12 August 2019
NatWest customers in new pilot will be able to bank from home using just their voice.

ING's branches make you feel at home
23 July 2019
Despite banking becoming increasingly digital, many customers still prefer personal contact when it comes to making important financial decisions. That’s…

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How well do YOU know your customer?
15 July 2019
Accenture’s most detailed Global Financial Services Consumer Study yet pinpoints what financial services customers are looking for in 2019, revealing…

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CX in the digital age: How to deliver cultural change
27 June 2019
For Efma’s new ‘Customer experience’ webinar series, host John Berry will be joined by Vikram Krishna, Executive Vice President and…

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Retail banking trend #2: Making employees and the brand become one
19 June 2019
FinTech is seemingly everywhere – from chatbots proactively engaging customers with sales proposals to new, algorithm-based personal financial management…

Sberbank launches AI solution that makes call centre operators more efficient
05 June 2019
Sberbank has presented a new function of the product Call Centre Operator Helper for corporate clients.

Customers to co-drive innovation with Emirates NBD's new 'Better Together' community
29 May 2019
Emirates NBD, one of the leading banks in the region has embarked on a pioneering initiative that will engage and empower customers to co-drive innovation…

RBC MyAdvisor connects 1 million Canadians to a plan and live advisors
28 May 2019
Canadians seeking more control of their financial future are making it clear they want the best of both worlds – digital with a human touch. As…

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Curv partners with Munich Re to commodify digital asset insurance
16 May 2019
Curv, the cryptography pioneer securing the digital economy, announced a new partnership with Munich Re, one of the world's leading providers of…

DBS creates customer centre of the future
09 May 2019
Transformation has involved reskilling over 500 Customer Centre employees to take on 13 new jobs roles including voice biometrics specialists, live chat…

Efma articles

Keep abreast of the latest initiatives and trends in the retail financial services industry.

Efma members are able to access news, articles, interviews, reports and case studies online, via the device of their choosing.

The data, which is regularly updated and supplemented with executive interviews and articles authored by industry experts, also provides an insight into new products, technologies, operational and customer service innovations.

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