Congratulations to the finalists of the 2016 BAI Global Banking Innovation Awards for Channel Innovation.
These finalists have all made marked changes or improvements within the distribution network to either existing channels (such as, branch, ATM, mobile, etc.) or have introduced a new channel or distribution strategy that has benefited customers or the organization. Finalists listed in alphabetical order include:
Emirates NBD-Innovative Digital Banking Services through its Mobile Banking App
Emirates NBD has introduced a series of first-to-market digital banking services,* as part of its commitment to offer customers convenient banking solutions that match their lifestyles and needs. Customers can perform over 100 transactions, including requests for new products and services, via Emirates NBD’s online and mobile banking channels.
The bank’s superior mobile banking platform is consistently ranked #1 in the Finance category in UAE App Store, with an average of 4.5 stars/5 stars in customer satisfaction and over 750,000 downloads.
Emirates NBD’s mobile banking applications are available through all the main mobile operating systems like iOS, Android, Windows and BlackBerry, both for smart phones and tablets. The bank’s online banking service is compatible with the latest internet browsers, powered with optimum performance.
FIRST NATIONAL BANK (FNB) – A division of FirstRand Bank Ltd.
FNB Unified API Platform
The FNB Unified API platform is an API-enabled platform which facilitates a unified, horizontal presentation layer. This delivers content and functionality from multiple fintech systems (inside and outside the bank) and composes them into customer centric experiences on any device. This is the foundation of FNB’s digital journey.
This innovation has realized the launch of Coupons on the FNB Banking App, Retail Voucher purchases via FNB’s rewards programme (eBucks) on the web and in app, and Business Directory, an innovative solution to connect businesses to consumers via FNB’s web and app platforms. FNB’s Enterprise Business Banking platform is extended to the App for convenience to business directors and financial managers to track and approve business.
Mizuho Financial Group, Inc.
The new humanoids “Pepper” creates next-gen customer services to the physical channel (Digital Omotenashi)
Mizuho Financial Group, Inc. has launched an innovative branch solution with the deployment of “Pepper,” the emotional humanoid robots that act as a concierge, in the traditional formal Japanese bank branches. The primary impacts anticipated from this original innovation are to improve service to customers using AI and Big Data, and to provide a unique UX through Digital Omotenashi*. “Pepper” is capable of using its AI and Big Data features to investigate and analyze the customer’s interests by interacting while playing games or having conversations with customers. Also, from its unique comedy software developed by Yoshimoto, Japan’s largest entertainment company, it can provide “Rakugo,” which is the Japanese traditional verbal entertainment developed in the 18th Century. It also utilizes “Senryu,” the Japanese short poetry, which is submitted by employees.
*Omotenashi: Japanese mind of hospitality and customer service, offering service without expectation of rewards.
Westpac Live is a multi-award winning banking platform that empowers customers to bank anywhere, anytime. Customers have 24/7 access to a holistic view of their finances with rich self-service capability enabling them to take control of their finances and build positive financial habits.
Westpac Live delivers a contextual banking customer experience. It was built around key principles including making the complex simple, a deeply personalized customer experience and interactions tailored to different devices. Westpac Live helps customers bank anywhere, anytime, transitioning from short-term ‘check and respond’ banking behaviors to a more considered, integrated and holistic view of their overall finances. Desktop, mobile and tablet handle 50 times the traffic of our branch and call centers combined, and Westpac Live is used by over 2.7 million consumer and business customers.