Terry Badger
Sep 21, 2021

Greg Kanevski, global head of banking at ServiceNow, discusses a personalization strategy that has an optimal mix of people and technology.

As customer preference shifts from traditional branch and ATM transactions to easier, faster channels such as Web and mobile, it is becoming more and more difficult for banks to measure the impact this shift has on their organizations.

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Why are so many banks struggling to adapt quickly to the trends driving the need for massive transformation in their business? The pressures of dealing with increased competition, operating with limited budgets and the need to enhance capabilities in order to establish and maintain strong relationships with their customers are just a few contributing factors.

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When San Francisco-based Bank of the West recently looked into introducing a new mobile banking app, it adopted a project management method known as “radical collaboration,” which involves the participation of all relevant units across the company.

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Consumers are adopting mobile banking and payments technologies at a record pace and in real-time.

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Financial institutions have relied on geocoding and location intelligence for decades to make better decisions regarding site selection and market potential.

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The use of electronic bill payment at financial institution websites benefits both consumers and financial institutions.

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One of the main factors financial institutions should consider in planning their mix of channels, such as the branch network, online banking and mobile banking, should be the age group of their customer base.

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The hype about mobile banking is legitimate as the technology continues to exceed adoption expectations, add exciting new features and appeal especially to youthful customers that banks once feared they would lose.

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In 2012, the average mobile user made at least one video call per month and by 2017 it is predicted that at least five video calls will be made each month, according to Cisco’s recent Visual Networking Index (VNI) Global Mobile Data Traffic Forecast.

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