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axway.com
The future of banking is digital, and in the customer's hands
Every minute of every day, people have new customer experiences — good
and bad, physical and virtual, immersive and shallow, memorable and fleeting.
Each time they encounter a great experience anywhere, their expectations
immediately rise for customer experiences everywhere — including
their banks.
While rising customer expectations are impacting every industry, the future
of banks and other financial services companies is literally in the customer's
hands. Whether it's retail customers interacting with your website, mobile
app, ATM, call center, or local branch, or corporate customers interacting
with your back-end systems, they expect instant, relevant, and personalized
services that flow seamlessly across virtual and physical touch points.
Untethered by tangible products, their loyalty must be earned with superior
customer experiences, or they'll point, click, tap, swipe, and dial their way
somewhere else.
It is much easier to switch to a new bank account or get a more
favorable mortgage than to get rid of your suddenly unlovable
diesel car. In this environment, banks must continue on the path
to digital transformation. If they fail to keep improving their
customer experience, they risk losing customers to banks and
financial technology (fintech) firms that do.
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1 Digital Banking Application Trends for 2018, Forrester Research, Inc., September 7, 2017
