News

Mutuality, customer experience and fintech

Marsden Building Society CEO, Rob Pheasey reflects on a three-day programme with a group of BSA delegates in Boston, learning about financial services and regulation in the States.

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What makes building societies different?

It's about customer value. It is about how we earn our money, making fair profits to secure our businesses for the benefit of customers present and future. And how we make a contribution to the...

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Customer-centricity and service design in building societies

How can banks and building societies become more customercentric in the way they design products and services? Peter Neufeld, Partner, EMEIA Financial Services Lead at EY-Seren; a leading customer...

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Applying Continuous Improvement to a UK building society

We interviewed Dean Williams, Head of Continuous Improvement and Operations Change, Principality Building Society ahead of his presentation to the BSA conference in May. Streamlining systems and...

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Mortgages in the digital age

A recent Fiserv survey found that over a 30-day period, millennials accessed their financial organisation via mobile app or browser 8.5 times on average versus 3.1 times for non-millennials....

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Mortgage retention and optimisation for building societies: How do I reward my members while remaining profitable?

Traditionally, optimisation in the mortgage space has been used to maximise profitability by targeting offers using traditional pricing dimensions such as Loan-to-value (LTV) band. As a result,...

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Capturing the heart and mind of the customer: An interview with BSA Conference Speaker Linda Moir

With years of experience leading and inspiring fantastic customer service initiatives for some of the highest profile events and organisations, including Virgin Atlantic and London 2012, we took a...

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