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Is mobile banking a channel or a device? Great minds can disagree but the customer experience may be the critical determinant in settling the question.
Mobile virtual agents can take financial institutions to the next stage in self-service technology by enabling customers to avoid having to reach live agents.
Before mobile banking can become mainstream, financial institutions need to solve the challenges of security, customer experience, customer segmentation and application development.
In this digital age, IT priorities will be set by customers rather than managers, which means moving to collaborative, real-time banking on smart mobile devices.
Bankers should resist the temptation to decouple their mobile and online banking platforms because customers, ultimately, want a unified user experience.
With the rapid proliferation of tablet usage by consumers, banks need to tailor their own tablet services to this fast-growing segment.