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APRIL 2016/ISSUE 25.08


journal GLOBAL INDEPENDENT PERSPECTIVE ON FINANCIAL TECHNOLOGY


Lloyds Banking Group offers mortgage advice via video link Lloyds Bank/Halifax customers now able to speak with mortgage advisor ‘face to face’ via a laptop, tablet


etc. A third of appointments from Lloyds Bank customers that would have been completed over the phone are now completed via video and the service launched to Halifax customers in March. Appointments can be made between 8am and 8pm during the week, and between 9am and 2pm on Saturdays with Lloyds and 9am and 4pm with Halifax. Additionally, 16 Lloyds Bank branches are piloting the use of the video service for customers coming into the branch, aimed at increasing mort- gage appointment availability at peak times. David Oldfield, Group Director, Retail and Consumer Finance, says: “Our customers’ needs are


continuing to change. They want greater choice, convenience and value whether that’s in branch or online – and they want these things in a time and place that suits them. Buying a house can be a stressful time for many people, and so for those who are unable or choose not to visit a branch but who still prefer a face-to-face conversation, this video service is a fantastic channel for them to use. It enables us to connect more customers to our mortgage experts in the way that is most convenient for them.” The service forms part of the Group’s £750 million investment in digital innovations over the


last three years, with a further £1 billion ear- marked for the next three years.


Scott Thompson


Santander launches voice banking initiative Santander claims UK first with implementation of Nuance Communications voice activated technology


This will enable customers to talk to their Smart- Bank iPhone app and will be rolled out in two phases. The first is an introductory phase aimed at helping customers get to grips with the basic features. The second, due for release later this year, will include the ability to make payments, report lost cards, set up account alerts and answer a broad range of questions about spend. Sigga Sigurdardottir, Head of Customer and Innovation at Santander, comments: “The worlds


of technology and banking continue to evolve at pace. We are excited to be the first UK high street bank to bring voice-assistant technology into the customer user experience. Today sees us take the first step using this pioneering technology and the more customers use it, the more intuitive it becomes. We believe it has huge potential to become an integral part of the future banking experience.” Santander already deploys voice recognition


technologies to identify customers, and HSBC has recently announced it will be following suit. Barclays offers finger vein scanners to


business customers. Whilst RBS/NatWest have integrated Apple’s Touch ID fingerprint technology into their iPhone apps, thus doing away with the need for passwords.


Scott Thompson


BIG DATA, DATA WAREHOUSING, ANALYTICS & EMERGING TECHNOLOGY


INSIDE FEATURE FOCUS


IBS Journal material may not be reproduced in any form without the written permission of the publisher. © 2016 IBS Intelligence, a division of Cedar Management Consulting International, LLC.


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