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 data acquisition down under, and considers how the credit bureaux could benefit from the changes. We’re also pleased to announce our attendance at the 2019 Lending Summit by Credit Strategy. With four chances to win at the Lending Awards, we’re hoping another award will be on the cards in November. As always, if you enjoy reading this issue of Metrics Monthly, you can sub- scribe to it via our website here.
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