Retail funds will struggle in the shift from product to service

At the moment around the world, financial services is an industry in transition from being a product provider to a service provider, and if the first wave of data is …

The challenge for us all

Who hasn’t heard of the Net Promoter Score (NPS)? The one number you need to grow! Hats off to those behind the marketing of this metric – promising a simple …

More retirees heading towards the SKI fields

An edited version of this article appeared in The West Australian newspaper’s Your Money section on Monday, 20th February, 2017 The next decade is expected to see the biggest intergenerational …

Bank staff trump brokers on service times

The latest round of CoreData Home Loan Mystery Shopping in which 275 customers moved through the home loan process showed a rapid shift in channel behaviour. The Mystery Shopping Process …

Regulation battles in the UK – the opening of the second front

William Maye reports from CoreData UK about the likely effects of the upcoming Mifid II legislation. UK based financial advisers  have been through four years of regulatory change and there …

Lessons from London – four years after the regulation wars began

After years of a complex and opaque financial services remuneration systems, tales of dishonest wealth and pensioner exploitation and about a year of planning, in January 2013 the UK Financial …

The danger of dumbing it down

From an early age I have been fascinated in what makes people tick (maybe it’s no wonder having psychologists as parents). I remember one experience as a child when the …

Power to the people

New aged care reforms being introduced on February 27th, 2017 will hand greater control to consumers and place increased obligation on aged care providers to better understand their customers. Consumers …

From Russia with doubt

When we all think of Russia – we tend to think of it as the alternative superpower – the controlled economy ying to the capitalist yang of the Unites States, …

Digital disruption races ahead in Europe and China

It’s easy to see why banks and fund managers alike are in love with automation – in terms of management, scalability and cost, machines are a lot easier to lover …