Monday, January 13, 2014

Customer Experience Innovation in Financial Services

INNOVATION


Expectations from today's consumer are outpacing the ability for banks and credit unions to keep up. The digital consumer is hyper-connected, highly informed and demands a highly personalized approach with regards to communication, product development and customer service.


On January 13, 2014, I was the featured guest for a global Twitter chat hosted by @IBMbigdata entitled, "Customer Experience Innovation in Banking". During the hour, there were 158 participants, 1,095 posts and over 6M impressions!


Below is a sampling of the interchange (including my responses)


Q1: How does today's customer behavior and expectations in a constantly changing technological world impact banks?







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Q2: How can FIs improve the customer experience as customers move from the branch to digital channels?







Q3: How do banks, steeped in traditions, established product lines and culture, innovate?







Q4: What steps should banks take to utilize all information assets for a comprehensive understanding of markets and customers?







Q5: How can banks leverage data from empowered customers to uncover innovative ideas?







Q6: Should banks use tools from other industries such as instant mobile video support?







Q7: What specific innovations can assist with improving the customer experience within banks?






Q8: How can banks master Customer 3.0 and prepare for Customer2020?








Additional Resources


Is Your Bank Ready for Customer 3.0? - Bank Marketing Strategy (Nov 2013)

Banking on the Future - IBM (2013)

Amazon's Mayday Button Could Revolutionize Banking - Bank Marketing Strategy (Jan. 2014)

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