Barclays is set to axe 1700 customer-facing jobs from its branch network over the next year, citing the rise of new customer channels, particularly mobile banking. Read article here.
We are doing more and more on our smart mobile devices helping banks, insurance company’s etc. with self-service instead of using their resources like customer service personnel and branch offices. Banks are today not best in class in loyalty offerings and I think they should extend their services with attractive (rewarding), understandable and easy to use loyalty programs. This also to avoid the risk of higher churn (today very low in banking/insurance), though it’s easier than ever to change bank and people will soon understand that and start using it as a tool in their negotiations.