Beyond Banking: Creating Exceptional Customer Experience

    Also watch on:

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:

  • First, they must create frictionless and seamless engagement by delivering smart solutions with easy, fast, and responsive interactions via omnichannel as most journeys are taking place over multiple digital and physical channels;
  • Second, banks should focus on personalisation of products by providing not only greater flexibility to choose from services but also to convert data capabilities into customised offers;
  • Third, they must seamlessly embed personalised services into the customer journey, precisely where and when the customer needs them the most;
  • Finally, banks should develop products and services ecosystems with partners that can deliver a better experience.

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.

  • The key priorities in achieving operational transformation and the required latest technologies that banks can use to enhance their services and deliver a better customer experience;
  • The concept of ‘coreless’ banking architecture and its impact on banks and customers;
  • Building the next-generation of UI/UX experience;
  • How can FI create a unique personalised experience around each customer?
  • How can banks ensure consistency across different channels and deliver a seamless customer experience?

Guests include:

Guests include:
Dipen Mehta

GM, Financial Services, Asia Pacific, Microsoft

Martin Buchholz

Head, Digital Consumer Banking, CIMB Thai Bank

Frankie Wai

Business Solution Director APAC, Temenos


Session Host:
Christian Kapfer

Research Director,
The Asian Banker


Supported by:
About The Asian Banker RadioFinance:

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.

Search

View Past Sessions View all

Image
Beyond Banking: Creating Exceptional Customer Experience

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.

Image
Incumbents accelerate technology spending to stave off digital challengers

Presenting key insights from the Excellence programme held in Hanoi in March 2023, Christian Kapfer, research director of TABInsights, identified personalisation, customer engagement, embedded finance and platform ecosystems as the key…

Image
Daniel Eidan of BIS: “Central banks and innovation can co-exist”

Inclusive innovation in central banking can enhance monetary and financial stability, according to Daniel Eidan, advisor and solution architect of BIS, speaking at the Excellence in Retail Financial Services Convention 2023

Image
Stojanovic of True Global Ventures: “Centralisation is dead”

Dusan Stojanovic, founder of True Global Ventures, caught up with Emmanuel Daniel, founder of The Asian Banker, to unpack how the recent banking crises in the US and Europe signal a shift towards decentralised assets and platforms

Image
US-China Craig Allen: “We want a level playing field for China’s private sector…

Craig Allen, president of the US-China Business Council (USCBC) met with The Asian Banker’s Emmanuel Daniel to discuss the impact of US-China trade tensions on foreign companies doing business in China, and anywhere in the world.