FinTech and Digital Banking Customer Experience and Expert Reviews |
There have been a lot of discussions lately in the banking and fintech community about customer-centric financial products and services. To be customer-centric, financial services should be tailored based on changing consumer needs at particular life stages and everyday moments (nicely depicted as “Life Map for Money” by Oliver Wyman), but instead we mostly see product-driven sales by banks. For instance, random sales calls and banners in digital platforms promoting credit cards or pension products. And when a seemingly random* sum of personal loan is promoted to me as a “personalised offer” (on the landing page after login), it creates worse impression than no personalisation at all. ![]() Source: https://www.i-scoop.eu/customer-centricity/ |
The way forward with Artificial Intelligence. Although machine learning can be applied in diverse areas, such as process automation, fraud detection, credit scoring, personalised recommendations etc., chatbot is the most visible from a consumer perspective. I remember the days when banks were proudly launching Virtual Assistants, which in essence were nicer versions of the bank's FAQ page. | |
Evita Dzene is digital banking market expert who enjoys testing new fintech solutions and likes to challenge traditional sales & servicing methods
February 2018
January 2018
March 2013
January 2013
December 2012
November 2012
September 2012
August 2012