For customers, what's the tipping point between digital self-service and human-supported channels? Bankers weigh in.
The hardest part of digital banking isn’t the technology; it’s the organizational and process changes needed to support a customer-centric strategy.
Given the increasing importance of mobile devices in banking, the industry should consider more design-centered thinking about how consumers interact with these devices.
To improve productivity and customer service, banks should extend enterprise information management systems to mobile devices.
To engage mobile customers, banks should build useful apps for them such as personal finance and budget, mortgage and loan calculators and credit monitoring.
Omnichannel solutions such as video banking, document capture and click-to-video from mobile and online will help banks increase wallet share with existing customers.
'Omnichannel banking' may have become a cliché, but it also provides an approach to getting the most out of banking that takes place in multiple channels.
Rather than offering mobile alerts as an add-on product, banks should deploy them within an enterprise-wide strategy to spur customer engagement.