Comments
Banks Are Not the Yardstick for Digital Customer Experience
Newest First  |  Oldest First  |  Threaded View
AonS141
100%
0%
AonS141,
User Rank: Apprentice
7/22/2014 | 6:34:53 PM
re: Banks Are Not the Yardstick for Digital Customer Experience
.

Low life murdering israeli terrorist filth that justify the
slaughter of 600 innocents and the destruction of their homes so that
the land robbing israeli vermin can rob even more land is just
unacceptable.

Look at the weapons that the low life israeli land robbers are using on innocent people http://www.theguardian.com/wor...

Boycott israel and its disgusting land robbing murdering terrorist people.

.
AJRam
50%
50%
AJRam,
User Rank: Apprentice
6/6/2014 | 11:31:00 AM
re: Banks Are Not the Yardstick for Digital Customer Experience
Great post Jamie. I completely agree with you on the benchmark for banking. As the old saying goes - banks are not important, banking is! Financial services organizations need to start looking at themselves as yet another retail franchise, selling a product to a customer. All the aspects of a retail outlet (be it a brick and mortar shop or the e-commerce platform) need to be imbibed by the FS organizations and extrapolated to provide the best possible experience to a customer...Gamification anyone? :)
Philippides
50%
50%
Philippides,
User Rank: Apprentice
6/5/2014 | 9:41:37 PM
re: Banks Are Not the Yardstick for Digital Customer Experience
Some very good points, and the two lessons are spot on. One of these I would like to reinforce. It may be that "reporting to your boss..." has some downside, but what is the alternative if you are in customer experience? Reporting to your boss that you launched a three to five year digital customer experience transformation effort that broke through all the silos in your bank to create a seamless customer experience across all platforms, all business units and divisions, and all touchpoints. If anyone wants to attempt that, with all the risk involved, more power to them. In my experience these efforts rarely if ever succeed. Small, incremental improvements, created within the context of an overall customer experience strategy, is the road to success.
Jonathan_Camhi
50%
50%
Jonathan_Camhi,
User Rank: Author
5/29/2014 | 9:56:57 PM
re: Banks Are Not the Yardstick for Digital Customer Experience
The non-bank competitors, like Google, will likely drive more of that investment in digital channels that you mention, and should create a lot of competition and innovation in the industry in the next few years. Those that pay attention to best practices (like those outlined here) and apply them will have an advantage.
Kelly22
50%
50%
Kelly22,
User Rank: Author
5/29/2014 | 3:16:25 PM
re: Banks Are Not the Yardstick for Digital Customer Experience
Good point, its perfect execution is part of what makes Google so popular and something banks should strive for when planning their digital strategies.
Eleiserson
50%
50%
Eleiserson,
User Rank: Apprentice
5/28/2014 | 6:18:27 PM
re: Banks Are Not the Yardstick for Digital Customer Experience
Very insightful Jamie...its a new, contemporary mindset that successful Banks/CUs will need to embrace in order to compete and win against an ever growing broader array of financial services providers, both conventional and non-conventional...
aolveira
50%
50%
aolveira,
User Rank: Apprentice
5/28/2014 | 5:39:37 PM
re: Banks Are Not the Yardstick for Digital Customer Experience
Your post is an essential way to look at the digital experience for banking. To your "trifecta" I would add an underlying flawlessness in execution. To wit, when was the last time Google was down? When was the last time the response time was not nearly instantaneous? When was the last time the integration between the apps failed? It is not only a well-thought-out experience, it is an incredibly reliable and confidence-inspiring experience.
avleathers
50%
50%
avleathers,
User Rank: Apprentice
5/28/2014 | 4:08:38 PM
re: Banks Are Not the Yardstick for Digital Customer Experience
Great post Jamie - and a very refreshing approach to enhancing the user experience by making small changes that are meaningful to the customer. It's a win-win for everyone!
Kelly22
50%
50%
Kelly22,
User Rank: Author
5/28/2014 | 3:36:43 PM
re: Banks Are Not the Yardstick for Digital Customer Experience
I agree that financial services companies should look outside the industry for inspiration, and Google is the perfect example. Your idea of small incremental improvements is also something they should consider. Today's consumers are more used to small, more frequent platform upgrades than big changes.
vlsullivan
50%
50%
vlsullivan,
User Rank: Apprentice
5/28/2014 | 3:10:28 PM
re: Banks Are Not the Yardstick for Digital Customer Experience
Great post Jamie and spot on. FIs have lagged behind other industries on delivering best-in-class experience. Many blame it on regulation or legacy platforms. But with the amount of resources banks are spending on digital experiences, we should be seeing more evidence of the tides changing.


Register for Bank Systems & Technology Newsletters
White Papers
Current Issue
Bank Systems & Technology
BS&T's 2014 Elite 8 executives are leading their banks to success, whether it involves leveraging the cloud, modernizing core systems, or transforming into digital enterprises.
Slideshows
Video
Bank Systems & Technology Radio
Archived Audio Interviews
Join Bank Systems & Technology Associate Editor Bryan Yurcan, and guests Karen Massey and Jerry Silva from IDC Financial Insights, for a conversation about the firm's 11th annual FinTech rankings.