The term “operational efficiency” is not new, and in fact, applies to many industries because it works toward a common goal: to optimize operations so they provide greater returns – whether they be faster time to market, greater volume and/or increased revenue – relative to inputs.
International banks are rapidly evolving to cater to the digital world. With pen and paper signatures nearly obsolete, banks are investing in electronic signatures as a more secure, trustworthy replacement. But questions remain: How secure are the systems that consumers and businesses use and what happens if a transaction is disputed?
Although Shariah-influenced finance has existed for centuries, the first modern Islamic banks were not established until the early 1960s. Today, Islamic banking is spreading throughout the Middle East and Africa, in countries where a majority of the population is Muslim. Combining modern technology with ancient religious principles, Islamic banking is rich with opportunity for financial firms seeking to serve this growing consumer market, especially those who have not been served well by conventional banks.
Banks exist to serve the financial needs of consumers, through whatever avenue works best. With the rapid evolution of technology, more tools and resources are available than ever before to determine and meet those needs. Personalization in banking works when the customer is the focus, but without customer-centricity as their anchor, banks drift from what really matters. What steps can banks take to stay focused in today’s changing financial environment?
No one can deny that around the world, bank branches are shutting their doors, alarming consumer advocates. But who is mainly behind the trend away from brick and mortar and toward digital? As research proves, the prime mover is the customer, whose changing demands and expectations are causing the shift. Fortunately, today’s two main banking channels are not mutually exclusive; they can work successfully in tandem.
Artificial intelligence is infiltrating almost every industry, including banking, and automating tasks in ways that outperform humans. But is this cause for nail-biting or rejoicing? A lot depends on how intelligently artificial intelligence is first viewed and then put to work by humans. Banks worldwide, such as Alawwal bank in Saudi Arabia, are proving that this powerful technology, if exploited smartly, will be transformational for banks and customers alike.
It’s now been nearly a year since the General Data Protection Regulation (GDPR) came into effect across the European Union, bringing with it panic, misinformation and scores of emails asking us to consent to stay on mailing lists we’d forgotten we’d signed up to.
Belgium’s KBC has since its inception 20 years ago been committed to meeting its customers’ multiple needs, helping them realize their dreams and protecting them as they achieved them. In the process, it grew into one of Europe’s top bank-insurers, today serving 11 million customers. But that enviable success is not enough. KBC is in the midst of a Digital First metamorphosis that is pushing through the known boundaries of customer service.
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.