Traditional financial institutions will dominate retail financial services in the New Economy. So say 44% of delegates who attended AIT Group's e-CRM in Financial Services conference held in London yesterday.
The event used interactive voting to gauge delegates’ opinions on a wide range of subjects, including likely winners in channel delivery, the success of CRM programmes, the role of staff in the successful delivery of CRM, and what customers value in their relationships with financial services providers.
Results showed only eight per cent of the 150 delegates present believe 'e-banks' will dominate the market.
According to the delegates, interactive television will be a clear winner as a distribution channel, with 40 per cent believing it will be predominant in five years’ time. Mobile/wireless technology was the second choice, with 19 per cent of the vote.
While customer retention was viewed as the most important objective of CRM, 70 per cent of the audience felt that staff did not have a clearly defined role in CRM strategy.