To get in touch with future questions or to be interviewed for a future episode, email hello@ratiopartners.co.uk or visit us at www.ratiopartners.co.uk

In today's episode, we will explore

1. The future role of the bank's branch network
2. The importance of having the right company culture to drive change
3. The challenge of moving beyond the status quo in a big organisation
4. How the Nationwide have engineered their team structure so that teams are empowered to drive rapid change
5. How Nationwide approaching defining a great customer experience

With Doug Morris, digital strategy director at Ratio we explore the role that digital personalisation will play in the future of banking and insurance. We delved into the role personalisation plays in delivering an improved customer experience and how personalisation could help enrich the day-to-day experiences a customer has with their bank and insurer.

• The role personalisation plays in helping a potential customer identify which product, service or content is most relevant
• The importance of profiling customers needs and interests
• The importance of delivering a joined-up experience across digital channels
• The role of personalisation in supporting the offline conversation
• How personalisation can help elevate a bank or insurer from a product supplier to a trusted advisor

To get in touch with future questions or to be interviewed for a future episode, email hello@ratiopartners.co.uk or visit us at www.ratiopartners.co.uk

We explore why banks are in danger of commoditising their services by being drawn into competing on digital features and whether this is the route to building strong customer relationships.

We look at the importance which brand, brand values and taking what's unique about your business and translating this uniqueness across digital channels and services.

We explore why a businesses brand is a crucial way to build a deep relationship with customers and is a critical way to differentiate their service as they are becoming increasingly digital.

During this interview, we also covered:

• Why are a banks brand important
• The importance of understanding your brand values
• Do financial service brands translate deliver on their values
• The challenge of de-toxifying a banks image
• Do customers feel banks are serving their needs
• Have legacy banks become complacent?
• Do customers receive a fair service for the value they create for their bank.

To get in touch with future questions or to be interviewed for a future episode, email hello@ratiopartners.co.uk or visit us at www.ratiopartners.co.uk