Metrics Monthly | October 2019 | UK Edition

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Metrics M onthly

UK EDITION October 2019

In this issue DON’T THOMAS COOK IT

The effect customer experience can have on a business in light of the Thomas Cook collapse

In this issue Welcome Page 03

Lending summit Page 04

In the news Page 06

Don’t Thomas Cook it Page 08

Case study Page 12

The ADP Dashboard Page 14

ADP and Open Banking Page 15

Is the price right? Page 16

02 | Metrics Monthly

October 2019 | UK Edition

Welcome

It’s October, and just in time for Halloween, this issue’s headline piece might give you goosebumps. Our main article, ‘Don’t Thomas Cook it’ , focuses on the effect that customer experience can have on a business, and considers how this might have had an impact in the recent horror story that was the Thomas Cook collapse. It also provides an opportunity to share our recent customer service results, along with why they are so important to us. One of the big news stories of this month is the eventuality of Brexit. For some businesses this is a scary pros- pect, but we’re not spooked. We’re a secure UK based company with UK based clients, and our only overseas territory is Australia, meaning Brexit will have little to no effect on our business.

Also in the news this month is Natwest’s recent trial of biometric credit cards, as well as the question: “will machines replace people in the finance indus- try?”, which we discuss in our article on page 07. Our thinkpiece, ‘Is the price right?’ by Australian-based credit risk profession- al Andrew Tierney discusses how Open Banking is changing >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18

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