Laura McCutchan

In 2026, design stops being how a bank looks and becomes how much trust it earns per interaction. That is a commercial number, not an aesthetic one. Switching a bank account used to take an afternoon and a folder of paperwork. It now takes a few minutes inside an app the customer already has open. […]

Design has become a financial services performance variable rather than a finishing layer. McKinsey tracked 300 listed companies for five years and found the strongest design performers grew revenue 32 percentage points faster than their industry peers. Every digital investment in financial services now arrives at the same board question: what did it return? The […]

In digital banking, experience is no longer the layer on top. It is the infrastructure that decides whether a customer finishes the application, calls the contact centre, or leaves. A customer opens a banking app to apply for a credit card. They are asked to re-enter a Social Insurance Number the bank already holds, confirm […]

Customers do not stay for your bandwidth. They stay because it is easy, and every avoidable point of friction is a priced-in reason to leave. In a category where products are commoditized and pricing races to the bottom, the churn line on a telecom P&L is rarely a pricing failure. It is an accumulation of […]

Seventy three percent of customers want to know when they are interacting with AI, and only 42 percent trust companies to use it ethically. Telecom loyalty is now decided inside that gap. Every telecom operator is running an experiment it never formally approved. Automated decisioning now sits behind the billing adjustment, the plan recommendation, the […]