Information about us and our observations on the industry we serve.
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.
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.
The latest survey data indicate that video will play a major role in the future of banking, with two-thirds of banks currently pursuing video capabilities. Find out how the latest in video technology is improving customer interactions and what we can learn from early adopters.