Comments
5 Keys to Success for a Mobile-First Strategy
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Kelly22
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Kelly22,
User Rank: Author
7/14/2014 | 4:02:17 PM
Re: Innovations are now essentials
Mobile management and customer engagement are really what matter most when it comes to digital, but I agree that having a dedicated Digital Channels team would help by providing a central place to manage all the innovation and activity. We'll probably see more divisions like that being created as businesses develop their digital strategies. 
cwilson770
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cwilson770,
User Rank: Apprentice
7/14/2014 | 1:14:12 PM
Re: Innovations are now essentials
Mobile is already the channel that most customers use most frequently. However, many smaller sized institutions still delivery the mobile services from a silo in I.T., back office, or marketing. Management teams need to put a mobile or digital experience executive on the same level as the head of branch banking.  Only those that do, will be prepared for the future.
KBurger
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KBurger,
User Rank: Author
7/11/2014 | 10:38:28 PM
Re: Innovations are now essentials
Ah, so maybe alignment has become an end in and of itself and (lack of) it can be a red herring for not adopting a new approach. I look forward to your next column.
JamieA489
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JamieA489,
User Rank: Apprentice
7/11/2014 | 8:51:52 PM
Re: Innovations are now essentials
Even in the smallest of banks, it's helpful to have a Digital Channels team. The team can be right-sized to the investment level of the firm. Innovative ideas can and should come from many places in the organization. Having a Digital Channels team gives people a place to go with those ideas and one central place to manage an overall roadmap. In the absence of a Digital Channels team, I have seen Digital aligned under Marketing in some places and IT in other places. The alignment is not as important as how you engage and manage across the organization. More on that in a subsequent blog.
Byurcan
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Byurcan,
User Rank: Author
7/10/2014 | 9:53:00 AM
Re: Innovations are now essentials
It may have surpassed "having a branch close to me" as the number one factor for people in choosing a bank.
Kelly22
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Kelly22,
User Rank: Author
7/9/2014 | 11:09:06 AM
Re: Innovations are now essentials
I think it's safe to say that a good portion of current and incoming banking customers would agree with you there, Doug. Banks really need to focus on mobile capabilities if they want to retain current customers and attract new ones. 
KBurger
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KBurger,
User Rank: Author
7/9/2014 | 10:49:24 AM
Re: Innovations are now essentials
Great analysis and recommendations, Jamie. Who do you think needs to lead this thinking and efforts within the bank? More organizations now have "digital execs" with titles similar to yours, but many don't. So is it IT? Marketing? CEO? Probably some combination of "all of the above" but it seems like that approach might cause things to either fall through the cracks OR be duplicated. What are you seeing and is there a management/leadership approach you think makes the most sense?
D. Henschen
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D. Henschen,
User Rank: Apprentice
7/9/2014 | 10:21:20 AM
Innovations are now essentials
Remote check deposit was a game-changing breakthrough for mobile banking apps. Now I'm sure I'm not alone in saying I wouldn't even consider opening a new account at a bank lacking a decent mobile app.

 


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