Swipe-to-mobile outfit Square has acquired New York-based Web design agency 80/20.
Traditionally we'd emphasize the value of physical stores as the ability to touch and feel a product, or in the case of banking to get advice. The new differentiation is 'see and feel' a connection with brand - this is why Square is focusing on building
customer experience above anything else, and why they've been so successful to-date.
Compare that with banks who have zero creative capability in-house in most cases, and rarely test user experience until the product has been designed, paper application form/branch process and all.
This is going to be the new differentiator for FIs - service experience evidenced through great journeys and creative. Not through process, location or product.
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© Finextra Research 2015