Richard Broadbent

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VP Software, UK/I

Diebold Nixdorf

Member since

12 Jan 2015

Location

Bracknell

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Richard's opinions

Tapping into customer experience of the 20th century

As a consumer today, we expect our banks to know us when we walk through the door and advancements in technology should be making this easier. When I started my working life in the early 90’s, the branch staff intimately knew virtually everyone who walked through the door, yet today my bank (and I am sure I am not unique here), seems to know less ...

15 December 2016 /retail

Customer service for the technology obsessed

Digital technologies have been driving the evolution of customer service over the last few years and this is rapidly changing the way financial organisations, and their customers, think about customer service. Fuelled by customer demands for instant gratification, advances in technology have altered expectations around the availability of services....

17 November 2016 /retail

Ensuring the security of self-service

Last year more than 18,700 attacks were reported on Europe’s ATMs - that’s nearly 1 in 20 ATMs impacted by security breaches and that doesn’t include those that go unreported. As the demand for cash remains strong and with self-service devices being the favoured source, it’s clear that a robust approach to security is vital in order to protect both...

20 October 2016 /security /retail

Customer satisfaction doesn’t have to be a banking stumbling block

The wind of change is starting to blow through financial services. With a few exceptions, customers of banks are quite often an unhappy bunch. Just looking at some of the latest research on current accounts shows that a quarter of current account holders are unsatisfied with their bank. However, historical challenges with changing provider often m...

06 October 2016 /retail

Converting seamless customer experience to customer loyalty

In response to the increasing demands of today’s always connected consumer, the term customer experience has become more than a simple buzzword. Used as a key brand differentiator for all types of industries, it has emerged as a crucial tool in driving customer loyalty in banking. According to Gartner, 89 per cent of businesses now expect to compe...

04 August 2016 /retail

Positioning the customer at the heart of the mutual sector

With consumers being given more choice than ever before, banks and building societies continue to be challenged as to how, when and where they deliver services to their customers. High street banks are fortunate to have the resources available to transform (or transition) their primary service channels, but what about building societies who face t...

23 June 2016 /retail

Why the future is collaborative with banks

The financial services landscape as we know it is changing. In recent years many service industries have been shaken up by disruptive technologies and the banking sector is no different. Whilst regulations and legacy systems have traditionally slowed down the sector’s ability to embrace change, the door is now open for financial services to embrac...

21 April 2016 /retail

The importance of in-branch innovation

The fast-paced development of banking technologies, combined with consumer demand for bricks and mortar branches, is creating the perfect storm for the continuation of in-branch banking innovation. Just over half of the UK’s population currently banks online and globally, the number of mobile banking users is expected to rise to one billion by 2017...

04 March 2016 /retail