According to Goodwin, a customer's checking his bank balance is a great cross-selling lead (awaiting a year-end bonus, perhaps?), and cost-conscious banks that forward callers to outsourced operators may be missing the plot.

FORBES: Magazine Article

Three families are hoping the exhumation of a burial plot in North Lanarkshire can lay to rest a 55-year-old mystery over a missing schoolgirl.

BBC: Glasgow & West Scotland