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Author Archive | David Thomas

One Week in June

As we rebuild the banking industry the role of the banks in society has been under unprecedented scrutiny. The financial crisis in conjunction with a number of headline problems, exposed flaws in leadership, culture and values. When I joined banking over 30 years ago I joined because I believed that […]

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How Scary is Social Media?

When I meet customers both large and small the conversation often turns to social media and its value to business. As a generalisation, the larger the company, the less likely they are to have anything other than a defensive strategy. Senior executives tend to be of a certain age and […]

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Sustainable success

It seems like the larger a company gets, the further away from its customers it seems to be. Today’s technology and social habits can accentuate that distance significantly. Whether it’s a call centre on the other side of the world, voice recognition software, the internet or mobile apps it all […]

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Working with 11890

I had a really fantastic day on Friday with Nicola Byrne and the team at the Dublin call centre of 11890. As part of the development for our relationship managers they will be spending two days working in a customer’s business. We want our people to feel and understand more […]

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