All articles by Mark Gibbons

Mark Gibbons

Changing the channel: video technology in retail banking

For retail banks, two key outcomes from the credit crunch have been: a greater desire to cut operating costs and a renewed focus on providing a better service for customers. This reaction may sound obvious during an economic downturn. However, banks that implement cost savings without impeding the customers experience can look to achieve the Holy Grail an effective business strategy which cuts OPEX while actually improving customer interactions with the bank. Technology has played a formative role in cost cutting to date as retail banks look to become leaner. A highly competitive landscape is driving the search for marginal technological gains which could hand banks an advantage, and with such an emphasis on innovation it is perhaps surprising that we are yet to see video banking services on the British high street.