Latest opinions that Steve Morgan has shared on Finextra

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Steve Morgan

Banking Industry Market Lead

Pegasystems

Member since

04 Sep 2019

Location

Reading

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Steve's opinions

What is stopping banks from transitioning to the cloud?

The short answer – nothing. For the slightly longer answer, read on. The COVID-19 pandemic has increased demand for the cloud so much that Deloitte forecasts revenue growth among the largest public cloud providers will be at least 30% for 2021. I’d say this is a fair and easy estimate to make. Why is moving to the cloud so popular? Doing so allows...

06 May 2021 /retail /cloud Cloud Banking out of the Box

How banks can take advantage of Open Banking to increase customer retention

Open Banking now has three million active users in the UK as of January 2021 according to the Open Banking Implementation Entity. However, since PDS2 came into force, the big transformation that was expected has not come to fruition. The directive paved the way for data sharing from multiple accounts from different providers, helping people with ...

22 March 2021 /retail /inclusion Open Banking

Is hyperautomation in banking truly achievable?

For the second year in a row, hyperautomation has been listed as one of Gartner’s strategic technology trends for the next 12 months. Defined as “the combination of multiple machine learning, packaged software and automation tools to deliver work”, hyperautomation creates a backbone of automation tools that work together to transform business pro...

17 March 2021 /retail /predictions Customer Service 2015-2019-2025

Intelligent Automation: Its benefits on customer service for traditional banks

In a recent study by the FCA on banking customer satisfaction, challenger banks Monzo and Starling ranked top of the leaderboard for overall service quality, scoring 86% and 84% respectively. Traditional banks, including some of the UK’s largest financial service providers, performed less well. During the course of the pandemic, customers have ha...

15 March 2021 /retail /cloud Artificial Intelligence and Financial Services

Low-code is the saviour for workforce collaboration

With most financial services employees now working from home, one challenge that is having a profound effect on productivity is decreased collaboration. Modern communication tools and video calls have been indispensable, but the distributed nature of today’s workforce is resulting in teams struggling to work together to solve business and customer...

04 March 2021 /people /retail Trends in Financial Services

Is banks’ focus on mobile to the detriment of omnichannel customer service?

Multiple lockdowns over the last 12 months resulted in mass bank branch closures and the rapid shift to digital payments and financial services. With increased dependency on online channels, it was inevitable that the pandemic would cause an uptick in engagement with digital channels. According to research by RFi Group, there was a sharp rise in ...

01 March 2021 /retail /covid-19 Customer Service 2015-2019-2025

The pressure is on banks to reduce costs, but how?

The UK fell into recession for the first time in over a decade last year and is on course for a double-dip recession this winter and a far more difficult path to recovery in 2021. Without doubt, COVID-19 has created a tumultuous economic environment and banks have been on hand to aid both businesses and consumers through their hardship. When the p...

06 January 2021 /retail /covid-19 Banking Strategy, Digital and Transformation