Podcast ep 05: Andy Bishop on SME banking and client experiences

00:31 Our discussion with Andy Bishop kicks off with an introduction to what Andy is responsible for at Lloyds Banking Group.

01.29 Andy believes the external marketplace is changing, and we’re seeing an increasingly digital world. He has a favourite Steve Jobs quote about starting with the customer experience and working back to the technology.

03:22 Digital enablement using the outside-in approach.

04:27 Is the UK the largest SME marketplace? Andy says it’s certainly one of the most competitive.

05:03 It’s good to have a wider choice of providers in the SME marketplace.

05:40 Branch networks and the SME banking customer. Could business banking be the saviour for the high street branch?

06:43 Does Andy think small businesses have been left behind in the digital sphere? There’s certainly an element of the commercial environment “catching up” with the retail environment, he says.

08:40 What do we think about buzzwords becoming drivers for innovation, and their subsequent overuse becoming drivers for apathy?

09:20 What’s next for Lloyds in the technology space over the next few months?

10:43 Mark Buckley from the Credit Services Association is asked whether it’s a misconception that older people struggle with technology.

11:45 Abbie Crome provides information about UKCCC 2019.