Recent posts by:
Keith Dawson - Practice Leader, Customer Engagement, Ovum
Banks around the world are urgently redefining the role and value of the bank branch in response to changes in consumer channel preferences, particularly digital growth. As a result, banks are transforming how branches are used to support their customers. Ovum recently conducted a survey of retail ...
In a recent survey by Ovum, executives were asked to describe the primary objectives of the back-office areas within their businesses. (Click here to download the Ovum report.) They had two primary concerns: execute work at the lowest cost and improve customer service. These objectives mirror the ...

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