Community
Are today’s financial services customers increasingly frustrated by banks that are unable to meet their shifting requirements? Definitely. Growth in the use of smartphones and tablet computers opens up greater expectations of more personalised services for people on the move, at work or at home. Did you know that banking by tablet is most executed between 9 p.m. and 11 p.m.? That trend can only grow as mobile devices become more commoditised and available to everyone.
The frustrated customer?
Only 57% of banks in a survey by The Banker and SAP say that they’re geared up to allow a customer to start a transaction in one channel, such as the Internet, and finish it in another, for example, by walking into a branch. On the whole, banking today is still not able to offer the real-time, 360-degree view across channels to meet the needs of a fully digitised world.
The future is here to stay
Omnichannel is far more than just the current new trend or hot topic. Banks will need to raise their game to meet customer expectations, retain their loyalty and deliver a seamless experience over any device. The worry for established players is that they will lose out to more agile rivals as deregulation continues. So, my message is: modernise now; don’t wait until it’s too late!
For the banks, omnichannel is a major opportunity to really understand their customers – their transactions and the channels they like – so they can better serve them and suggest the next best offer in a more personalised way. This will help retain their loyalty and deepen relationships, something all banks desire.
The Banker/SAP report: Customer Engagement in the Digital Age
This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
Hassan Zebdeh Financial Crime Advisor at Eastnets
08 October
Jelle Van Schaick Head of Marketing at Intergiro
07 October
Kuldeep Shrimali Consulting Partner at Tata Consultancy Services
Nikunj Gundaniya Product manager at Digipay.guru
Welcome to Finextra. We use cookies to help us to deliver our services. You may change your preferences at our Cookie Centre.
Please read our Privacy Policy.