Successful e-commerce is as much about the customer experience as anything else. Choices need to be clear but abundant; payment quick and easy—or customers will move on. Having become accustomed to purchasing goods and services seamlessly through digital channels, customers expect the same from their providers of financial products and services. Banks need to employ a lesson or two from the e-commerce giants to meet customer expectations.
National Commercial Bank Jamaica Limited has been meeting the needs of the residents of Jamaica for the past 182 years. Despite its long history, it has adapted with changing times and is dedicated to continually reinventing itself. In our interview with him, President and Group CEO Patrick Hylton explains NCB Financial Group Limited’s plans to achieve such goals as building a world-class digital experience for its customers and accelerating its regional expansion.
The landlocked Central Asian country of Kazakhstan is vast in diversity, natural resources and land size but relatively small in population per square kilometer, presenting a challenge for its domestic financial-services providers. ForteBank has been striving to reach customers country-wide through its unique blend of top-of-the-line products and services, with a growing emphasis on digital solutions. In our interview, CEO Guram Andronikashvili discusses the bank’s recent successes and plans for the future.
With the new year comes new priorities for business and technology leaders, new trends to look out for and new best practices and ideas. While it can be hard to sift through all of the information to understand what it is that will have the biggest, most positive impact on your financial organization
Digitally native customers are driving banks to jump into the future by embracing technological breakthroughs such as artificial intelligence, machine learning and robotic process automation. And in the process, banks are discovering the many advantages of these innovations, from cutting down on costly human errors to improving everything from fraud management, operational efficiency and trading. As they progress through their digital evolutions, many are reinventing themselves for the better.
The huge global increase in connectivity, prompted by the launch of mobile devices, has affected banks just as much as retailers. As a result, financial institutions have had no choice but to put digital at the front and centre of their strategies – using technology to enhance the customer journey at every touch point
Successful banks know who the boss is: the customer. And today’s customers, especially those who fall into the Millennial category, demand fast, error-free service delivered seamlessly. Banks confronted by the formidable challenge of adapting to both regulation and technology are also finding that up-and-coming fintechs are adept at meeting the demands of bank clients. Banks, more than they ever have before, must listen closely to their customers.
Using technological innovations to make the process of completing financial transactions seamless and convenient for customers seems like a worthy objective for banks. It’s a good goal, but it doesn’t go far enough. Celent’s recent survey indicates that today’s digitally oriented consumers expect more; they expect to be positively engaged through relationship building, which will result in their banks knowing them well enough to offer invaluable, tailored financial advice.
There’s good and bad news for UK banks in the 2018 FIS PACE study on SMB banking, which surveyed hundreds of small-to-midsized businesses (SMBs) throughout the country. The good: 7 out of 10 SMB clients are satisfied by their banks’ performance.
As consumers become more aware — and less tolerant —of payment fraud, more needs to be done to win their trust in digital transactions.