Digital Trends and Technologies Transforming CX in Banking and Finance

On the same lines, banks could interpret Digital Banking in their own terms and similarly, people like you and me will have formed some opinion based on our own exposure  Digital Banking Services.

Over the years, banks of all sizes and shapes optimized a lot by adapting to IT / ITES (IT Enabled Services) and they have achieved varied degrees of success. However, due to lack of focused and longterm approach, creation of disjoined systems, rapidly changing business and operating scenarios, etc., the intended goals might not have been fully realized. Some of those “failed” initiatives could have been driven by the institution’s urge to be an early adaptor of a technology or trend (betting on a wrong horse). On the contrary, we might lose a huge opportunity, if we don’t recognize and bet on a winning horse. So, the trick is betting on the right horse, at a right time – i.e., when the odds are low. Typically, industries use what is called a Hype Cycle to evaluate a new technology or trend. If you are interested to understand what is a “hype cycle”, please see Gartner’s methodology. I will try to string together some of the key aspects of Digital Banking, as unlike most of the buzzwords, it is neither a single service nor a technology.

The mobile platforms of the different companies are designing ways and means for its users to truly appreciate their product’s services option in mobile banking supported programs. Different countries have seen the efficiency and convenience of using mobile banking as a medium for accessing digital bank accounts. More subscribers will exponentially multiply around the world as the new banking presents itself as a tool for m-wallet and money transfers.

Different groups have predicted a rise in population of mobile users accessing their hand held phones to transact business with their banks and accessing digital bank accounts. Yankee Group in its June, 2011 update predicts 500 million mobile banking users worldwide in the year 2015. With a current 27% of survey respondents leaning towards mobile banking rather than the commerce side, platforms are indeed improved and should be dynamic to constantly address the growing needs of its subscribers.

The inception of free online banking can be traced back to the 1980’s. Way back in 1981, online services started to penetrate into the banking scenario. Just to name a couple of the innovators, banks like Citibank and Chase Manhattan came up with the concept of “home banking.”

Free online banking provides us with all of the facilities and benefits that any other bank provides. Services like checking balances online, transferring funds, and checking our bank statements are a few of the many privileges that one can have from an online bank account. In addition to this, there are many other supplementary services you will gain as well. These services include online bill payment, easier acquisition of loans, and even opening new accounts and investment services.

However with free online banking you should take a little bit of care to check out the various security issues arising from their use. Problems like viruses, phishing and pharming can be problems if you aren’t paying attention. However these problems can also be taken care of with proper trouble shooting. There are some specific digital certificates that are accredited to an organization for safety. All have to be observed while signing up for an online banking account. Also be very careful about opening emails and clicking links that purport to be from a bank.

However, with the advent of m-banking, telecom operators have massively invested in advertising to help people take advantage of these tools. They have also given out free data packages so that people gain interest in using the web, as in the example Airtel Uganda and MTN Uganda. I believe that this will go a long way in addressing the digital divide issue, but more needs to be done.

Motion and video, arguably the most attention grabbing medium of digital marketing, are equipped to run schedules for delivering informative and entertaining content. Banks and financial institutions are operating branded and customized videos, as well as cable television feeds, for reducing customers’ perceived waiting periods significantly.

Nowadays, Banking and Financial Services are an essential part of everyone’s life. Every day people use different types of banking and various financial services. Some examples include paying utility bills or insurance premiums, shopping online or through Debit/Credit Cards. These technology driven banking and financial services have simplified transactions and made life easier.

Digital networks are now beginning to connect computers not just with people but to their house devices such as televisions and game consoles as well. Thus the prospective consumers’ list only increases. Digital marketing has a dichotonomy of two models- One, where messages have to be deliberately put across towards a targeted audience, called as push model and the other, where the audience choose the media to expose themselves to, called the pull model.

Branches are hiring the services of location-based digital signage providers for offering customized messages to their clients. As information specific to Washington may not carry much value for account holders in NY; these digital sign-based solutions help customers take necessary actions in case something is relevant to them. With the correct signs in place, banks are leveraging the benefits of passing the right localized communication, to a targeted audience, in uniquely tailored ways.

0