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.
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.
Investors want seamless advice. But they are often conducting investment research on their own. Find out how co-browsing can turn their solo research efforts into collaborative and trust-building interaction with their advisor.
It’s time to align with customer values, not the bottom line. But transforming the customer experience is a huge commitment for a bank. How can we estimate the economic benefits of a satisfied customer?