Content Hub
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Customer research, user testing and feedback loops for FS products.
Does your bank even care that you’re rich?
I’ve been thinking about HENRYs recently. Not the Henry who asked me to marry him - I was 8, he was 5 - although he does cross my mind occasionally. HENRYs, short for ‘High Earners Not Rich Yet’, was coined as a label by Shawn Tully in 2003.
US Bank tops our first US mobile banking ranking
US Bank has taken the top spot in the first 11:FS Pulse ranking of US mobile banking apps, scoring 94 out of 100.
The Fitbit for your finances: Can banking apps actually improve our financial wellbeing?
Banks are borrowing from the digital wellness playbook: health checks diagnose, personalised insights track, automated tools build habits, and AI assistants are beginning to coach.
Is the UK finally catching up to America’s credit culture?
Over the last 18 months, UK credit card borrowing has accelerated, outstanding balances have surpassed pre-pandemic highs, and some of the UK’s largest fintechs are making increasingly aggressive moves into lending.
The real differentiator in financial AI won't be intelligence. It will be trust.
If you listened to the headlines, you'd think the competitive race in financial services is about one thing: building the smartest AI. We think that's the wrong way to look at it.
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Junior accounts are growing up
Barclays is acquiring the UK arm of GoHenry, a money app for 6 to 18-year olds. With a reported price tag of £180 million for around 500,000 active accounts, £360 per head is a chunky investment.
We've been talking about homebuying forever, so why is it still broken?
Financial services should be designing products and services that help buyers understand all of the costs involved in their end-to-end financial journey before committing.
Positive friction: Why a little resistance helps
For the past decade, the banking industry has been focused on developing frictionless interfaces. Financial institutions have prioritised seamless transactions, instant gratification, and engaging gamified features in a bid to build the ultimate digital financial experience.
Targeted support is coming. But customer decision-making has already moved on.
The need for better, tailored support through the customer experience is clear, but few are accounting for the fundamental shift that financial services has experienced with the introduction of AI.
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In Saudi fintech, every transaction can be a path to financial growth
As the Saudi fintech market matures, a new challenge is emerging. Most fintech interactions, whether payments, BNPL, or other services, remain fundamentally transactional.
The end of ‘Apply Now’: Credit becomes invisible and immediate
When a customer reaches checkout today, they may get a choice to pay now, split the cost, or move it into credit. That is a very different starting point from the old model of applying for credit in advance.
Financial services must move beyond inertia to cultivate long-term loyalty
Loyalty is defined as “a strong feeling of support or allegiance”. However, in the context of financial services, it is more accurately defined as engineered persistence: a series of subconscious cues that steer customers toward familiar choices.
Designing for the human behind the business
The people using business banking tools don’t necessarily have financial backgrounds. Many smaller businesses can't afford a dedicated finance team. Yet banks keep building products that assume expertise their customers don't have, leaving them to figure things out on their own.
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794. Insights: Managing the wealth of the future
Ross Gallagher is joined by some great guests to talk about how fintech and financial services are meeting the needs of Gens Alpha and Beta, and how they are adapting to the needs of tomorrow's wealth makers.
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792. Insights: Putting services back into financial services
David M. Brear, CEO at 11:FS, is joined by our very own CTO Ewan Silver for a fireside chat to unpick what we mean when we say the services have fallen out of financial services.
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791. Focus Re-Up: What does effective financial inclusion look like in the USA?
In this classic Focus episode, David M. Brear is joined by some great guests, from Visa and Capway, to really dig into the keys to successful financial inclusion in America.
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789. Insights: The Six Characteristics of Digital Commercial Banking
David Barton-Grimley is joined by some great guests to unpack the six characteristics of digital commercial banking; real-time, standardised, automated, embedded, contextual, and extendable. We’ll explore what they are and how they can (or can’t) support a more efficient, reliable, and secure industry.
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786. Focus: Is the US creator economy being underserved by traditional finance?
11:FS CEO David M. Brear and Visa's Sophie Schulman are joined by some great guests to look at how fintech can support and shape the US creator economy.
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779. Insights: What AI can and can’t do in financial services
David Brear is joined by a panel of experts from Cleo, Feedzai and Starling Bank to look at how financial services need to adapt to the changes brought by AI, where it can have the most influence and where the human touch is still needed.
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772. Insights: Has the fintech revolution ignored older customers?
Kate Moody is joined by some great guests, from 11:FS, ClearEstate, and PensionBee, to look at the financial services aimed at customers over 60.
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770. News: PayPal launches stablecoin and Apple $10 billion rocks the banking world
PayPal launches stablecoin, Apple announces $10 billion in deposits, and Drake launches Shopify mansion – Kate Moody and Ross Gallagher are joined by some great guests, from Fiat Republic and Knot API, to talk about the most interesting stories in financial services over the last 7 days.
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766. Focus: What problem is mobile money solving in Sub-Saharan Africa?
David M. Brear is joined by some great guests from Visa, Chipper Cash, and DJAMO, to discuss the evolution and further potential of mobile money in Sub-Saharan Africa.
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762. Insights: Three lessons learned from financial services in 2023 so far
Benjamin Ensor is joined by some great guests, from 11:FS, Innovate Finance, and TwentyOne to talk about the biggest lessons for financial services in the first half of 2023.
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757. Insights: Can financial services change how people think about money?
Kate Moody is joined by some great guests, from 11:FS, Nationwide, and Plum, to discuss how banks and fintechs can shape how customers manager their finances.
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734: Insights: How important is trust to financial services in 2023?
Benjamin Ensor is joined by some great guests, from Atom Bank, Coastal Community Bank, and Vexi to talk about the value of trust to financial services.
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733. News: Super raises $85M and First Republic scrambles to be saved
Kate Moody joined by some great guests to talk about the most interesting stories in financial services over the last 7 days, including: Super.com’s $85M raise for a super app for savings; Could First Republic be the next SVB as the US scrambles to save it; and Klarna roll out a suite of AI-enabled personalisation tools for shoppers and merchants.
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732. Insights: Is the future of SME banking specialisation?
Benjamin Ensor is joined by some great guests, from Branch, Iwoca, and Treyd, to look at the opportunities and challenges of opportunities of specialised offerings for small and medium-sized businesses.
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731. Focus: International expansion and the importance of local, with Pranav Sood, GM at Airwallex
Our expert host, David Barton-Grimley, is joined by a fantastic guest from Airwallex to continue exploring the connected nature of travel and financial services in APAC.
Using Jobs to be Done to revolutionise SME Banking | 11:FS Explores
It's not just a buzzword.
11:FS Explores: Digital R.I.C.H.E.S ft. David M. Brear
11:FS CEO David M. Brear takes to the lightboard to give us the full run-down, with examples of companies that are leading the way.
Designing fintech propositions for a Middle Eastern market | 11:FS Explores
There’s no one-size-fits-all design proposition for the Middle-East. While emergent markets such as Oman, the UAE, Saudi Arabia, Kuwait and Bahrain are all seeking to diversify their economies...
How the Buy Now, Pay Later landscape is shifting with Amy Gavin | 11:FS Explores
Just what is going on with Buy Now, Pay Later right now?
Why Homebuying is broken and how to fix it | 11:FS Explores
There are one billion people globally who can't prove their identity. That's a big problem for accessing financial services.
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Insights: The future of Revolut with UKCEO Francesca Carlesi
The UK banking battlefield has never been more competitive. Customers expectfinancial apps that are personalised, seamless, and that genuinely make a differenc...
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Insights: The future of Revolut with UKCEO Francesca Carlesi
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Insights: The future of Revolut with UKCEO Francesca Carlesi
The UK banking battlefield has never been more competitive. Customers expectfinancial apps that are personalised, seamless, and that genuinely make a differenc...
960
Insights: The future of Revolut with UKCEO Francesca Carlesi
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Insights: The future of Revolut with UKCEO Francesca Carlesi
