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Building the Best-Practice Engagement Bank

September 30, 2015 • FINANCE & BANKING, BUSINESS & INNOVATION, Banking Innovation

By Brett King, Alex Sion and Michael Degnan

If you were building a bank from scratch today to optimise customer experience and engagement, what would it look like? Is there a set of benchmarks or best-practices that we could bundle together to create the world’s best bank for customers?

Customers today are presented with a myriad of channel choices, their expectations of an institution’s capability via mobile and social media are going through the roof as new capabilities come online, and customers increasingly are looking to bank whenever and wherever they are.

Customers are focused on the tasks they need to get done, and look for the most efficient way of engaging with service providers to accomplish those tasks.

Customers are focused on the tasks they need to get done, and look for the most efficient way of engaging with service providers to accomplish those tasks.

 
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