This RadioFinance session will discuss how financial institutions can deliver a strong customer experience and how corresponding back-end capabilities can be a critical enabler.
Retail banking has undergone significant transformation in recent years with the emergence of new players in the market and changing customer expectations. The COVID-19 pandemic has accelerated the shift in consumer behaviour towards digital and mobile-first services. Technology companies, fintechs and digital banks have set new standards in simplicity, speed and services with innovative designs and deliveries.
As a result, consumers are increasingly willing to switch banks to get the services they want, and delivering on these preferences has become the new business battleground.
To create a better customer experience, banks must focus on four key areas:
However, the challenge for banks lies in building modern technology capabilities internally that can reflect and support the speed and the personalisation level at which customers want to engage. Banks are investing heavily to overhaul critical customer journeys but are finding it difficult to match the agility and responsiveness of newer players.
While banks previously focused on improving the front-end look and feel to increase convenience, they now recognise the importance of agile and scalable back-end technology and operating infrastructure to bridge the service gap and better meet customer needs at different levels.
This RadioFinance session will discuss how financial institutions can deliver a strong customer experience and how corresponding back-end capabilities can be a critical enabler.
Guests include:
The Asian Banker RadioFinance aims to enhance understanding of the finance industry globally by bringing together thought leaders, industry experts, practitioners and futurists to examine current, critical issues through discussions facilitated by visual and web-based platforms. Through the use of interactive technology, participants do not have to take time out from their busy schedules or leave the comfort of their own desks.
This RadioFinance session will discuss how financial institutions can deliver a strong customer experience and how corresponding back-end capabilities can be a critical enabler.
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