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<br /> www.banking-gateway.com<br /> DIGITAL:<br /> THE MODERN ART<br /> OF BANKING<br /> Steve Pateman of Santander, Raymond Pettitt<br /> of Barclays, Jo Mayes of Standard Life, and<br /> Tim Hinton of Lloyds give their appraisals<br /> of banking's digital transition<br /> Winter 2014<br /> PLUS: Customer experienCe management:tony prestedge, nationwide •<br /> digital banking: sarah evans, rbs • PAYMENTS: PAOLO ZACCARDI, AITE GROUP<br /> <br /> From the editor<br /> On the web...<br /> On the web...<br /> Find recent editions, thought<br /> Find recent editions, white papers<br /> leadership and market analysis at:<br /> and market analysis at:<br /> www.banking-gateway.com<br /> www.xxxxxxxx<br /> Future Banking<br /> Winter 2014<br /> EDITORIAL<br /> Editor Andrew Tunnicliffe<br /> andrew.tunnicliffe@progressivedigitalmedia.com<br /> Chief sub-editor Gemma Carroll<br /> Sub-editor Thom Atkinson<br /> Feature writers Chris Godfrey<a title="Future Banking Issue 2 2014 + Archive page 1" href="http://viewer.zmags.com/publication/20b55062?page=1"> www.banking-gateway.com </a> <a title="Future Banking Issue 2 2014 + Archive page 2" href="http://viewer.zmags.com/publication/20b55062?page=2"> </a> <a title="Future Banking Issue 2 2014 + Archive page 3" href="http://viewer.zmags.com/publication/20b55062?page=3"> From the editor On the web... On the web... </a> <a title="Future Banking Issue 2 2014 + Archive page 4" href="http://viewer.zmags.com/publication/20b55062?page=4"> LUXOFT’S FINANCIAL EXPERTISE:  Trading Platfo</a> <a title="Future Banking Issue 2 2014 + Archive page 5" href="http://viewer.zmags.com/publication/20b55062?page=5"> Contents The intelligence</a> <a title="Future Banking Issue 2 2014 + Archive page 6" href="http://viewer.zmags.com/publication/20b55062?page=6"> Digital money Digital identity </a> <a title="Future Banking Issue 2 2014 + Archive page 7" href="http://viewer.zmags.com/publication/20b55062?page=7"> Contents 32 Global customer experienc</a> <a title="Future Banking Issue 2 2014 + Archive page 8" href="http://viewer.zmags.com/publication/20b55062?page=8"> Outsourced Solution for Consumer Debt Collection </a> <a title="Future Banking Issue 2 2014 + Archive page 9" href="http://viewer.zmags.com/publication/20b55062?page=9"> Blake Collect Why South Africa? South Africa is</a> <a title="Future Banking Issue 2 2014 + Archive page 10" href="http://viewer.zmags.com/publication/20b55062?page=10"> Contents 88 For a good cause: charity partnership</a> <a title="Future Banking Issue 2 2014 + Archive page 11" href="http://viewer.zmags.com/publication/20b55062?page=11"> Samsung in Finance Differenciate the finance experi</a> <a title="Future Banking Issue 2 2014 + Archive page 12" href="http://viewer.zmags.com/publication/20b55062?page=12"> Financial Services Outsourcing S</a> <a title="Future Banking Issue 2 2014 + Archive page 13" href="http://viewer.zmags.com/publication/20b55062?page=13"> The intelligence > News News Regulators announc</a> <a title="Future Banking Issue 2 2014 + Archive page 14" href="http://viewer.zmags.com/publication/20b55062?page=14"> Consistent. Committed. Connected. 30+ 4 Bil</a> <a title="Future Banking Issue 2 2014 + Archive page 15" href="http://viewer.zmags.com/publication/20b55062?page=15"> The intelligence > Vital statistics Vital stati</a> <a title="Future Banking Issue 2 2014 + Archive page 16" href="http://viewer.zmags.com/publication/20b55062?page=16"> Insight > Customer experience management A h</a> <a title="Future Banking Issue 2 2014 + Archive page 17" href="http://viewer.zmags.com/publication/20b55062?page=17"> Insight > Customer experience management I </a> <a title="Future Banking Issue 2 2014 + Archive page 18" href="http://viewer.zmags.com/publication/20b55062?page=18"> Insight > Customer experience management Around</a> <a title="Future Banking Issue 2 2014 + Archive page 19" href="http://viewer.zmags.com/publication/20b55062?page=19"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2014 + Archive page 20" href="http://viewer.zmags.com/publication/20b55062?page=20"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2014 + Archive page 21" href="http://viewer.zmags.com/publication/20b55062?page=21"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2014 + Archive page 22" href="http://viewer.zmags.com/publication/20b55062?page=22"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2014 + Archive page 23" href="http://viewer.zmags.com/publication/20b55062?page=23"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2014 + Archive page 24" href="http://viewer.zmags.com/publication/20b55062?page=24"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2014 + Archive page 25" href="http://viewer.zmags.com/publication/20b55062?page=25"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2014 + Archive page 26" href="http://viewer.zmags.com/publication/20b55062?page=26"> Insight > Customer experience management Break</a> <a title="Future Banking Issue 2 2014 + Archive page 27" href="http://viewer.zmags.com/publication/20b55062?page=27"> Insight > Customer experience management after</a> <a title="Future Banking Issue 2 2014 + Archive page 28" href="http://viewer.zmags.com/publication/20b55062?page=28"> Insight > Customer experience management repre</a> <a title="Future Banking Issue 2 2014 + Archive page 29" href="http://viewer.zmags.com/publication/20b55062?page=29"> Insight > Digital banking Game plan In a ra</a> <a title="Future Banking Issue 2 2014 + Archive page 30" href="http://viewer.zmags.com/publication/20b55062?page=30"> Insight > Digital banking What people have come</a> <a title="Future Banking Issue 2 2014 + Archive page 31" href="http://viewer.zmags.com/publication/20b55062?page=31"> Insight > Digital banking “`Digital wallet' </a> <a title="Future Banking Issue 2 2014 + Archive page 32" href="http://viewer.zmags.com/publication/20b55062?page=32"> Company insight > Digital banking Global custom</a> <a title="Future Banking Issue 2 2014 + Archive page 33" href="http://viewer.zmags.com/publication/20b55062?page=33"> Company insight > Digital banking SDL helps th</a> <a title="Future Banking Issue 2 2014 + Archive page 34" href="http://viewer.zmags.com/publication/20b55062?page=34"> Company insight > Digital banking Banking's dig</a> <a title="Future Banking Issue 2 2014 + Archive page 35" href="http://viewer.zmags.com/publication/20b55062?page=35"> Company insight > Digital banking a mortgage or</a> <a title="Future Banking Issue 2 2014 + Archive page 36" href="http://viewer.zmags.com/publication/20b55062?page=36"> Insight > Digital banking Battle royal Th</a> <a title="Future Banking Issue 2 2014 + Archive page 37" href="http://viewer.zmags.com/publication/20b55062?page=37"> Insight > Digital banking C usto</a> <a title="Future Banking Issue 2 2014 + Archive page 38" href="http://viewer.zmags.com/publication/20b55062?page=38"> Insight > Digital banking constrained in terms </a> <a title="Future Banking Issue 2 2014 + Archive page 39" href="http://viewer.zmags.com/publication/20b55062?page=39"> smartstream-stp.com We deliver the solutions. Y</a> <a title="Future Banking Issue 2 2014 + Archive page 40" href="http://viewer.zmags.com/publication/20b55062?page=40"> Company insight > Digital banking Destination d</a> <a title="Future Banking Issue 2 2014 + Archive page 41" href="http://viewer.zmags.com/publication/20b55062?page=41"> Company insight > Digital banking latest cataly</a> <a title="Future Banking Issue 2 2014 + Archive page 42" href="http://viewer.zmags.com/publication/20b55062?page=42"> </a> <a title="Future Banking Issue 2 2014 + Archive page 43" href="http://viewer.zmags.com/publication/20b55062?page=43"> </a> <a title="Future Banking Issue 2 2014 + Archive page 44" href="http://viewer.zmags.com/publication/20b55062?page=44"> Insight > Digital banking During almost 185 y</a> <a title="Future Banking Issue 2 2014 + Archive page 45" href="http://viewer.zmags.com/publication/20b55062?page=45"> Insight > Digital banking S tandar</a> <a title="Future Banking Issue 2 2014 + Archive page 46" href="http://viewer.zmags.com/publication/20b55062?page=46"> Insight > Digital banking need to focus</a> <a title="Future Banking Issue 2 2014 + Archive page 47" href="http://viewer.zmags.com/publication/20b55062?page=47"> Software solutions for the New Generation nanc</a> <a title="Future Banking Issue 2 2014 + Archive page 48" href="http://viewer.zmags.com/publication/20b55062?page=48"> Insight > Digital banking © Admiral Group Happy</a> <a title="Future Banking Issue 2 2014 + Archive page 49" href="http://viewer.zmags.com/publication/20b55062?page=49"> Insight > Digital banking There is even a hula </a> <a title="Future Banking Issue 2 2014 + Archive page 50" href="http://viewer.zmags.com/publication/20b55062?page=50"> Company insight > Digital banking Pioneering pa</a> <a title="Future Banking Issue 2 2014 + Archive page 51" href="http://viewer.zmags.com/publication/20b55062?page=51"> The Future Banking Dining Club is an exclusive, i</a> <a title="Future Banking Issue 2 2014 + Archive page 52" href="http://viewer.zmags.com/publication/20b55062?page=52"> </a> <a title="Future Banking Issue 2 2014 + Archive page 53" href="http://viewer.zmags.com/publication/20b55062?page=53"> Company insight > Digital banking Present in cu</a> <a title="Future Banking Issue 2 2014 + Archive page 54" href="http://viewer.zmags.com/publication/20b55062?page=54"> Insight > Digital banking Financ</a> <a title="Future Banking Issue 2 2014 + Archive page 55" href="http://viewer.zmags.com/publication/20b55062?page=55"> Insight > Digital banking So, where are ba</a> <a title="Future Banking Issue 2 2014 + Archive page 56" href="http://viewer.zmags.com/publication/20b55062?page=56"> Insight > Payments In the right area Some t</a> <a title="Future Banking Issue 2 2014 + Archive page 57" href="http://viewer.zmags.com/publication/20b55062?page=57"> Insight > Payments C rack open </a> <a title="Future Banking Issue 2 2014 + Archive page 58" href="http://viewer.zmags.com/publication/20b55062?page=58"> Insight > Payments In real time Over SEPA's 15-</a> <a title="Future Banking Issue 2 2014 + Archive page 59" href="http://viewer.zmags.com/publication/20b55062?page=59"> Company insight > Payments A hub of innovation </a> <a title="Future Banking Issue 2 2014 + Archive page 60" href="http://viewer.zmags.com/publication/20b55062?page=60"> Company insight > Payments Payments innovation:</a> <a title="Future Banking Issue 2 2014 + Archive page 61" href="http://viewer.zmags.com/publication/20b55062?page=61"> Company insight > Payments Figure 2. Key extern</a> <a title="Future Banking Issue 2 2014 + Archive page 62" href="http://viewer.zmags.com/publication/20b55062?page=62"> Company insight > Payments At the forefront of </a> <a title="Future Banking Issue 2 2014 + Archive page 63" href="http://viewer.zmags.com/publication/20b55062?page=63"> Company insight > Payments </a> <a title="Future Banking Issue 2 2014 + Archive page 64" href="http://viewer.zmags.com/publication/20b55062?page=64"> Company insight > Payments Empower issuers worl</a> <a title="Future Banking Issue 2 2014 + Archive page 65" href="http://viewer.zmags.com/publication/20b55062?page=65"> Company insight > Payments </a> <a title="Future Banking Issue 2 2014 + Archive page 66" href="http://viewer.zmags.com/publication/20b55062?page=66"> Insight > Payments As the financial services lan</a> <a title="Future Banking Issue 2 2014 + Archive page 67" href="http://viewer.zmags.com/publication/20b55062?page=67"> Insight > Payments business banking is a criti</a> <a title="Future Banking Issue 2 2014 + Archive page 68" href="http://viewer.zmags.com/publication/20b55062?page=68"> Company insight > Payments A credit to SMEs SME</a> <a title="Future Banking Issue 2 2014 + Archive page 69" href="http://viewer.zmags.com/publication/20b55062?page=69"> Company insight > Payments MasterCard works wi</a> <a title="Future Banking Issue 2 2014 + Archive page 70" href="http://viewer.zmags.com/publication/20b55062?page=70"> Company insight > Payments M-payments: discover</a> <a title="Future Banking Issue 2 2014 + Archive page 71" href="http://viewer.zmags.com/publication/20b55062?page=71"> Company insight > Payments customers,” he says.</a> <a title="Future Banking Issue 2 2014 + Archive page 72" href="http://viewer.zmags.com/publication/20b55062?page=72"> Events > Cartes Secure Connexions In the digital</a> <a title="Future Banking Issue 2 2014 + Archive page 73" href="http://viewer.zmags.com/publication/20b55062?page=73"> Events > Cartes Secure Connexions T </a> <a title="Future Banking Issue 2 2014 + Archive page 74" href="http://viewer.zmags.com/publication/20b55062?page=74"> Company insight > Core banking Taking the strai</a> <a title="Future Banking Issue 2 2014 + Archive page 75" href="http://viewer.zmags.com/publication/20b55062?page=75"> Company insight > Core banking a much higher le</a> <a title="Future Banking Issue 2 2014 + Archive page 76" href="http://viewer.zmags.com/publication/20b55062?page=76"> Insight > Outsourcing Take the outside track A</a> <a title="Future Banking Issue 2 2014 + Archive page 77" href="http://viewer.zmags.com/publication/20b55062?page=77"> Insight > Outsourcing third parties, the sector</a> <a title="Future Banking Issue 2 2014 + Archive page 78" href="http://viewer.zmags.com/publication/20b55062?page=78"> Insight > Outsourcing “The problem with outs</a> <a title="Future Banking Issue 2 2014 + Archive page 79" href="http://viewer.zmags.com/publication/20b55062?page=79"> ch to business ce l bu e in</a> <a title="Future Banking Issue 2 2014 + Archive page 80" href="http://viewer.zmags.com/publication/20b55062?page=80"> Company insight > Cloud computing Are financial</a> <a title="Future Banking Issue 2 2014 + Archive page 81" href="http://viewer.zmags.com/publication/20b55062?page=81"> Company insight > Cloud computing Although i</a> <a title="Future Banking Issue 2 2014 + Archive page 82" href="http://viewer.zmags.com/publication/20b55062?page=82"> Insight > Financial institutions & trade finance R</a> <a title="Future Banking Issue 2 2014 + Archive page 83" href="http://viewer.zmags.com/publication/20b55062?page=83"> Insight > Financial institutions & trade finance </a> <a title="Future Banking Issue 2 2014 + Archive page 84" href="http://viewer.zmags.com/publication/20b55062?page=84"> Insight > Financial institutions & trade finance </a> <a title="Future Banking Issue 2 2014 + Archive page 85" href="http://viewer.zmags.com/publication/20b55062?page=85"> IMAGINE TRANSFORMING YOUR BUSINESS, ONE GREAT INT</a> <a title="Future Banking Issue 2 2014 + Archive page 86" href="http://viewer.zmags.com/publication/20b55062?page=86"> Company insight > Financial institutions & trade </a> <a title="Future Banking Issue 2 2014 + Archive page 87" href="http://viewer.zmags.com/publication/20b55062?page=87"> Company insight > Financial institutions & trade </a> <a title="Future Banking Issue 2 2014 + Archive page 88" href="http://viewer.zmags.com/publication/20b55062?page=88"> Insight > CSR Charity partnership: making a rea</a> <a title="Future Banking Issue 2 2014 + Archive page 89" href="http://viewer.zmags.com/publication/20b55062?page=89"> Insight > CSR practice, transferring subject ma</a> <a title="Future Banking Issue 2 2014 + Archive page 90" href="http://viewer.zmags.com/publication/20b55062?page=90"> Directory > Index Index Accenture .............</a> <a title="Future Banking Issue 2 2014 + Archive page 91" href="http://viewer.zmags.com/publication/20b55062?page=91"> </a> <a title="Future Banking Issue 2 2014 + Archive page 92" href="http://viewer.zmags.com/publication/20b55062?page=92"> We are the ones who help banks delight customers </a>