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?
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.
With the industry caught up in playing catch-up with the forces of disruption, have we overlooked a simple truth in our digital assumptions? Customers still want to see and talk to other people. Find out how we can apply this to understanding the customer journey.
People aren’t dealing with their finances - either because they are intimidated or they don’t know how to. So how can banks help their customers become better planners and savers? By finding the right balance of automated and human advice.
Banks can use co-browsing alongside a phone call, a chat session, or a messenger conversation and ultimately create a more personalized experience for their customers. But remember co-browsing is different from screen-sharing.