Information about us and our observations on the industry we serve.
What’s the point of having flexible, fast and helpful technology if employees can’t embody the same behaviour? If digital transformation is going to succeed, it has to be a cultural transformation. So how does a digital culture act and behave?
Digital transformation is not just about implementing technology. It’s about changing behaviours and attitudes, and ultimately culture. It’s people who bring the benefit technology to life – a simple idea that is often overlooked in transformation initiatives.
For the past twenty years, Amazon founder and CEO Jeff Bezos has published a shareholder letter outlining the company’s operations throughout the year. His letters are thought-provoking and concise, with insightful gems into the relentless pursuit of creating a great customer experience.
While every other age segment is online in large numbers, seniors are the last adopters in digital banking. Only 18% of seniors choose to use mobile banking services. Why is this? While age-related attitudes are partly to blame, banks can encourage seniors to adopt digital tools and re-engage with this important customer segment.
The concept of loyalty has changed rather dramatically in recent years. It’s no longer about a bank’s ability to hold customer money, but about how easily the customer can move it around and conduct transactions. It’s these daily interactions that are the front lines of a new sense of loyalty.