OUR FOCUS

Our experience of tackling strategic, marketing, product development and CX issues across the broad financial services landscape is deep and varied. We talk to consumers, business decision makers, consultants and professional practitioners about the issues that matter and distill insights into actionable outcomes.

We have developed a particular focus on SMEs, insurance and the retirement experience (investments and pensions).

Unless one understands the customer journey it is not possible to target products appropriately, communicate effectively or engage competitively with existing and potential clients.

SMEs

We understand the complexities of this hugely diverse landscape; we have a wealth of experience talking to businesses about their challenges, their behaviour, their needs, their ambitions: we know what makes them tick.

Commercial Banking

Banking needs and relationships; banking functionality; impact of banking charges; impact of challenger banks in the commercial landscape.

 

Business Finance

Attitudes and usage of traditional forms of finance (loans, overdrafts, asset/sales/invoice finance)  and emergent routes (crowd funding, P2P lending etc.).

 

Pensions and Employee Benefits

DC and DB scheme management challenges, Trustee and Pensions Management issues; impact of auto-enrollment.  The role of financial elements within employer-provided benefits policies: the future of employee benefits.

 

Payments and Payment Processing

Payment methods accepted, now and in the future; payment processing relationships; card technology.

 

Insurance

Insurance decision  making and  provider  relationships; emergent risk protection.

 

Analysis by Keyretirement.com shows that the average cost of being a pensioner is £11,620 a year. How important then that adequate retirement provision is sought to supplement the state pension.

The retirement experience (investments and pensions)

Pensions and investments largely fall within a context of planning for, and affording to live beyond, retirement. In a world where the rules of engagement are constantly changing and longevity (but not necessarily good health) is stretching the end-game, we examine the issues facing retail and institutional investors, as well as their advisers. We make sense of the challenges, options and opportunities which exist for providers of workplace pensions, asset management companies and investment providers.

Savings and Investment

When and how do people save/invest, attitudes toward investments, barriers, relationships.

Investment/asset management (Institutional; wholesale/retail)

Investment choices and influencers; Intermediated vs. self-directed; impact/appeal of robo-advice; investment product suitability testing; long term retirement planning; living after retirement.

Workplace and Pensions

Exploring the trends in attitudes and behaviour toward pensions (workplace/personal) to fund retirement in light of new pension freedoms.

The Retirement Experience

Challenges and choices faced by consumers after retirement; when to draw-down and from which sources; timing of annuitisation, later life financial challenges and legacy/succession planning.

FINTECH

Receptiveness of consumers to embrace the (essentially mobile, productised) array of choices becoming available: long term impact on traditional relationships.

The smartest providers are likely to adopt a highly segmented approach to the identification of business opportunities.

INSURANCE

As the insurance industry evolves to meet the new risks associated with today’s cyber-connected world, changing purchase habits of increasingly discerning consumers and adoption of insuretech, we help Providers understand how the world is changing, challenge traditional ways of looking at markets and identify new opportunities. The smartest providers are likely to adopt a highly segmented approach to the identification of business opportunities in both B2C and B2B markets as they review the cost/benefit of different delivery channels and profitability of different customer bases.

General Consumer

The evolution of consumer purchase channels and choices, and how these impact on provider choice; how to optimise the customer experience and maximise customer loyalty.

SME / Corporate

The need for providers to offer appropriate routes to market as the broker market declines and online starts to grow as a channel of choice for some SMEs; understanding and responding to SME needs; building customer loyalty.

Institutional

Major challenges being faced globally: significant costs resulting from the investment in technology, reporting structures and compliance; balancing short term liquidity needs with long term liabilities; generating yield within a backdrop of enhanced global risk.

Life and Pensions

Challenges and choices faced by consumers after retirement; when to draw-down and from which sources; timing of annuitisation, later life financial challenges and legacy/succession planning.

Insuretech

The implications of new technology with administrative platforms and consumer applications. Receptiveness of consumers to embrace the (essentially mobile, productised) array of choices becoming available: long term impact on traditional relationships.