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Co-Op Bank is using IT to underpin its customer-first ethos and Howard Kendall introduces Mia, a virtual assistant which could soon transform all service delivery.

James West explains why drastic change is needed

Customer Service TV wants your nominations for banking providers offering top service to those seeking to #switchbanks.

Big banks refusing to respond to customers disillusioned by poor service levels may find themselves made redundant by other means, with rapid improvements in technology threatening to severely diminish their role.

End of free banking? We’ll #switchbanks

Journalist and CSUKTV blogger James West follows up the #switchbanks campaign with a look at one of the new banks on the block who really walks the walk when it comes to focusing on service