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)
More than half #bank customers’ interactions on avg took place through online or mobile channels ~ @BainAlerts so Q1 >> #CXO
— IBM big data (@IBMbigdata) January 13, 2014
Q1: How does today's customer behavior and expectations in a constantly changing technological world impact banks?
A1: Customer 3.0 banking expectations based on verticals like retail. Wants mobile money mgt. not just access to accounts. #CXO
— Jim Marous (@JimMarous) January 13, 2014
We’re in age where customers are armed w/ info & dictate service – 2 them service w/o instant = lacking A1 #cxo #banking
— Natasha Bishop (@Natasha_D_G) January 13, 2014
— Bob Palmer (@bigdatabusiness) January 13, 2014
A1: Biggest challenge for traditional banks is . . . tradition. Legacy systems, processes and mindsets #CXO
— Jim Marous (@JimMarous) January 13, 2014
A1: #CXO Customers expect online commerce--facilitated by e-banking--to become core of all transactions.
— jameskobielus (@jameskobielus) January 13, 2014
Not only seamless online transactions but also seamless online SECURITY. #cxo A1
— Lois Martin (@LoisMarketing) January 13, 2014
