The retail banking industry is undergoing a significant period of transformation. Changes in consumer behaviour, technological developments, and regulatory requirements, are all creating new demands. Consumers now want to open savings accounts in seconds, have a mortgage in minutes, and open a business account with one click.
With COVID-19 still dominating the narrative across the global banking industry, arguably the biggest challenge lenders will face in 2021 is how best to maximise the customer experience amidst such a challenging environment. Indeed, given the low interest rates that have continued to weigh heavily on banks’ net interest income (NII)
If one word defines the last decade, it is disruptive; but if the events of 2020 so far are any indication, we “ain’t seen nothing yet”. No sector is more likely to be disrupted by the pandemic than banking; however, those that see opportunity in crisis can outmatch this major threat to their bottom lines. Resilience, adaptability and vision are must-haves for banks that choose to lead out of turmoil.
While COVID-19 is decimating some industries, it is giving a boost to others, including the employment of artificial intelligence in the banking industry. As customer access to human staff is curtailed with disruptions such as branch closures, well-configured chatbots and virtual assistants are stepping up to the plate. And the banks that are best equipped for AI implementation are enjoying such advantages as cost savings along with improved customer experience.
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.
If last year was any indication of what financial markets will look like in 2019, we are in for a very bumpy ride. Last December alone, the Dow Jones Industrial Average fell and rose more than 8 percent as finance experts struggled to make heads or tails of a bizarre political climate, unsteady interest rates and global tariffs.
Retail-Bank Customers “Crying Out” for Personalised Advice: Understanding Performance Against Customer Expectations (PACE)
Millennial and Gen X bank customers seem to be relatively independent, adept at employing online and mobile apps to complete their financial transactions. However, research shows that these digitally confident customers still value personalised advice, especially regarding investment decisions—and retail banks are in the best position to meet that need through immediate, tailored solutions developed using available customer data.
A decade ago, if someone told you that when they emptied their fridge, the fridge automatically sent a shopping list to the supermarket, would you believe them? Over the last few years, technology innovations have allowed businesses and brands to change how we shop and interact with them.
Consumers of banking products and services today are virtually overwhelmed by choices, but omnichannel retail delivery brings it all together for them. How can banks overcome the barriers to the now required adoption of omnichannel integration in their own operations and satisfy their customers’ evolving preferences and expectations?
Today’s retail bank customers are in love with automated banking that makes transactions faster and more convenient, but that doesn’t mean that they no longer want human interactions with branch staff. By maximizing transactional and relational interactions with their customers, banks can stay at the forefront of the banking revolution.