More articles

  • Social Customer Care: No Way Back. Pandora’s Box is Open.

    In a recent guest article for an industry leading magazine in the UK, I share my vision on social customer care, including twitter and facebook, and its importance to the financial services industry. Pandora’s box is open. There is no way back. Since I launched Visible Banking five years ago, I’ve been regularly invited to write […] More

  • Two Thai Banks are Leading in APAC with 136k Followers [Twitter Top 10]

    You will find below our financial services Twitter Top 10 in the Asia Pacific (APAC) region.  Currently, two leading thai banks are topping the chart comfortably with an aggregated 130k followers. Since March 2009, my team have been tracking and benchmarking how the global financial services industry is using social media to engage with their […] More

  • Banesco is the Leading Bank in LATAM with 100k Followers [Twitter Top 10]

    You will find below our financial services Twitter Top 10 in the Latin America (LATAM) region.  Currently, Banesco is the clear leader with a sizable follower base of over 100,000. Since March 2009, my team have been tracking and benchmarking how the global financial services industry is using social media to engage with their customers […] More

  • Introducing the ‘Voice of the Customer’ Series on Visible Banking

    I am delighted to officially launch the ‘Voice of the Customer’ (VOC) series on Visible Banking where real people, regular customers, will share their thoughts and expectations on high profile social media activities from banks and insurers all over the world. No social media gurus allowed here! I’ve been covering and championing the topics of social media and digital engagement […] More

  • XBox Most Active Twitter Account for Customer Care with 1k Tweets [Top 10]

    In Q4 2011, we started tracking over 200 twitter accounts dedicated to customer support, over and beyond financial services, all across industries, wordwlide.  XBox Support is the most active twitter account for customer care with over 1,000 tweets daily. Since March 2009, my team have been tracking and benchmarking how the global financial services industry […] More

  • BNP Paribas Leads Twitter Top 10 in France with 6 Accounts

    BNP Paribas is leading our Twitter Top 10 in the French financial services industry with no less than 6 accounts.  Find out which other banks or insurance companies are followed the most on twitter in France. Since March 2009, my team have been tracking and benchmarking how the global financial services industry is using social […] More

  • Still No Financial Institutions in the Top 50 Brand Pages on Facebook

    I invite you to check the Top 50 branded pages (in terms of number of likes) and in particular the growth rate and level of engagement enjoyed by those popular brands. There is still not a single financial institution in this exclusive club, but American Express is catching up. If in your quest for social […] More

  • Atelier sur les Médias Sociaux, la GRC 2.0, les APIs Bancaires [Paris, 23 Mai]

    J’ai le plaisir de vous annoncer officiellement notre prochain évènement parisien, le 4 avril 2012, sur le thème des médias sociaux dans les services financiers.  Nous aborderons notamment les applications suivantes: la gestion de la relation client (GRC) 2.0 et les APIs bancaires (‘PFM’ et ‘app stores’). Comme d’habitude, le format et le contenu seront uniques, […] More

  • Finovate Europe 2012 (Photos, Videos, Crowdsourced Blog Coverage)

    Today, I am participating to my 5th Finovate event and the second in London.  It is always a great feeling: catching up with friends from the industry and discovering some of the most exciting online finance startups in areas such as: online banking, mobile, PFM, online communities, crowdsourcing, digital security, not only in B2C, but also in […] More