It seems that mobile banking applications today are a bit underestimated. Everybody wants to be on communication platforms and, understandably, banks do to. Smartbots are pretty awesome, but the essence is still in the mobile.
Customer experience and customer journey are ever changing categories because they are in tight correlation with new technologies. Every new technology adopted by customers is surely going to cause new customer expectations and behaviors.
Again, the customer is in focus. No, let’s put it another way - the customer is always in focus. With new regulations now in effect, the battle for customer data will become even more enduring. So, only the ones that focus on customers’ actual needs and behavior have a chance to win their loyalty.
Like it or not, most financial institutions still practice the multi-channel approach, struggling with juggling a bunch of apps and even a bigger bunch of channels they opened to their customers, and now don’t know how to handle them. No, you say?! Hmm, let’s see…
Today’s consumers are all about information, using various online apps and platforms to search, compare and decide on a product or service. But the old fashioned “Ask a friend” is still trending, taking a new shape - “Message a friend”.
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