Articles


News
HSBC UK introduces Apple Business Chat to customers
15 July 2020
HSBC UK and first direct have launched Apple Business Chat, adding to their support services for customers and to help with the increased demand on branches…


News
Nationwide to embed Microsoft Teams in new digital hub as calls hit 2.5m a month
13 July 2020
Nationwide has seen record use of Microsoft Teams as employees work from home, and the Society is pushing ahead with plans to integrate the technology…


Efma feature
Fintech Friday: LeapXpert – equipping employees with the necessary conversation tools
03 July 2020
Dima Gutzeit, Founder & CEO of LeapXpert, spoke with Efma’s Boris Plantier about his company’s integrated solution that is enabling employees…


Efma feature
A rapidly evolving landscape means significant opportunity for transformation
08 June 2020
With the release of Efma Review 2020, Efma’s new CEO, John Berry, outlines the major trends that are shaping the banking and insurance industries…


Efma feature
Seamlessly connecting customers to their banks
04 June 2020
Brendan Jackson, Vice President of Marketing at Surfly, describes how Surfly’s video chat technology is assisting financial services providers and…


Innovation of the month
Banking Innovation of the Month: Speech Analytics by Banco Bradesco
04 June 2020
The Brazilian bank has introduced a new tool that has transformed the way their call centers operate.


Efma feature
Ensuring business continuity in India
05 May 2020
Signzy co-founder Ankit Ratan explains how his company allows FS providers to continue operations remotely.


News
Desjardins offers more support and reduced call wait times for the elderly
28 April 2020
Being there for seniors and vulnerable persons has always been a priority for Desjardins. The Canadian bank works closely with organizations providing…


News
AXA Asia accelerates telehealth rollout to support physical and mental health
20 April 2020
AXA is further boosting its telehealth and online services as part of the battle to support people as they deal with social distancing, lock-downs and…


News
Alfa-Bank starts earning extra money by using AI technologies for analyzing phone calls
16 March 2020
Alfa-Bank has implemented an intelligent voice analysis system. From now on, every conversation between call center operators and customers will be automatically…

Efma articles


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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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