23 August 2017
Find out more

Digital with a human touch

02 June 2017  |  8599 views  |  0 Gorriz, Standard Chartered

Is technology destroying the quality of human interaction, asks Standard Chartered Bank’s Group CIO, Dr Michael Gorriz.

When thinking about technology, some worry that it could mean a dehumanising experience where our clients are not able to speak to a human being if they needed to.

This is a valid concern. More fundamentally, we need to ask whether individuals and institutions will hand over their money to banks without knowing the people behind the brand.

Looking at the world around us today, many things which were not here 10 years ago are fully ingrained in our daily lives. A day without Google, FaceTime or WhatsApp would be quite an experience for me. I use WhatsApp to stay in touch with my family and thanks to FaceTime my kids can see their dad every day even if I am on the other side of the planet. Although I have never met any of the makers of the software, I trust these brands because their products work seamlessly. So instead of trusting the people behind the brand, I have built trust in the brand because their product continuously satisfies my expectations.

Obviously, banking is richer than a simple messaging service. Our spectrum ranges from a basic transaction to a complex corporate financing deal. The latter cannot be acknowledged by just ‘two blue ticks’ as is the case for a WhatsApp message.

But within banking, there are many steps which are (or should be) simple and straightforward to digitise. I just want to get the simple things done immediately. For more complicated questions, I prefer to talk to an individual who can guide me through the matter. In turn, that person must have all the necessary information about me and the product at his or her fingertips for us to have an informed discussion.

This person, being accustomed to how quickly we can access information in today’s world, also expects to access the information immediately without logging into various systems, downloading information from multiple places and integrating them into a spreadsheet. This is a perfect example of how advancement in technology and human interaction can transform the way we serve our clients.

We live in a time where people just expect the things to be easy and to work - always. That is what technology has to be - simple and reliable. It has to cater for this very essential modern human need.

Or in other words, technology and human interaction are two sides of the same coin - although they seem different, they are actually closely linked.

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

Time for data-driven banking to come of age

Time for data-driven banking to come of age

18 May 2017  |  10962 views  |  0 comments | 29 tweets | 35 linkedin
Standard Chartered supercharges fintech accelerator graudates

Standard Chartered supercharges fintech accelerator graudates

25 April 2017  |  8028 views  |  0 comments | 4 tweets | 7 linkedin
Standard Chartered opens up to AliPay

Standard Chartered opens up to AliPay

22 March 2017  |  5958 views  |  0 comments | 10 tweets | 10 linkedin
Standard Chartered connects corporate customers to WeChat

Standard Chartered connects corporate customers to WeChat

17 February 2017  |  10684 views  |  0 comments | 17 tweets | 20 linkedin
Standard Chartered debuts API sandbox for corporate community

Standard Chartered debuts API sandbox for corporate community

10 February 2017  |  9751 views  |  1 comments | 14 tweets | 11 linkedin
Standard Chartered launches personalised investment tool for affluent clients

Standard Chartered launches personalised investment tool for affluent clients

15 November 2016  |  6199 views  |  0 comments | 1 tweets | 18 linkedin
Standard Chartered hails its 'Uber Moment'

Standard Chartered hails its 'Uber Moment'

04 October 2016  |  6765 views  |  0 comments | 1 tweets | 5 linkedin
Standard Chartered to spend $3 billion on global tech hubs

Standard Chartered to spend $3 billion on global tech hubs

08 July 2016  |  10816 views  |  0 comments | 15 tweets | 10 linkedin
Standard Chartered revamps mobile and online channels for African push

Standard Chartered revamps mobile and online channels for African push

31 May 2016  |  4889 views  |  0 comments | 5 tweets | 8 linkedin
Standard Chartered opens Singapore innovation lab

Standard Chartered opens Singapore innovation lab

23 March 2016  |  12276 views  |  0 comments | 12 tweets | 17 linkedin
Standard Chartered goes global with 'bank on an iPad'

Standard Chartered goes global with 'bank on an iPad'

08 March 2016  |  11495 views  |  1 comments | 14 tweets | 28 linkedin
The force awakens: Big Data in banking

The force awakens: Big Data in banking

01 March 2016  |  44005 views  |  4 comments | 38 tweets | 30 linkedin
Standard Chartered to axe 15,000 jobs, move more business online

Standard Chartered to axe 15,000 jobs, move more business online

03 November 2015  |  7180 views  |  0 comments | 9 tweets | 10 linkedin

Related company news

 

Related company information

Standard Chartered Bank

Related blogs

Create a blog about this story (membership required)
download the paper nowvisit www.dorsum.euvisit www.vasco.com

Top topics

Most viewed Most shared
Mobile contactless spending accelerating in UKMobile contactless spending accelerating i...
12691 views comments | 27 tweets | 23 linkedin
Barclays pairs banking data with third party apps for SmartBusiness DashboardBarclays pairs banking data with third par...
11305 views comments | 22 tweets | 34 linkedin
Australia regulates digital currenciesAustralia regulates digital currencies
10433 views comments | 21 tweets | 34 linkedin
RBS to bring Silicon Valley to EdinburghRBS to bring Silicon Valley to Edinburgh
10421 views comments | 10 tweets | 8 linkedin
hands typing furiouslyWhy Is Risk Analytics Important?
10408 views 0 | 6 tweets | 1 linkedin

Featured job

Competitive
London, UK (or flexible)

Find your next job