Focus on your customer and ensure their needs, preferences, and…
How could banks stay ahead of the competition under the tremendous pressure to provide seamless digital services to their customers?
- Invest in advanced technologies: Banks can invest in advanced technologies such as artificial intelligence, machine learning, and blockchain to improve their digital capabilities. These technologies can be used to automate routine tasks, detect fraud, and personalize customer experiences.
- Enhance mobile banking capabilities: Mobile banking is becoming increasingly popular, and banks must ensure that their mobile apps are user-friendly and offer a seamless experience. They should also offer features such as mobile check deposits, peer-to-peer payments, and instant alerts to provide convenience and security to their customers.
- Focus on cybersecurity: As banks move more of their services online, they become more vulnerable to cyber threats. Banks must invest in robust cybersecurity measures to protect their customers’ data and prevent fraud. This includes using advanced encryption methods, regularly updating software, and conducting regular security audits.
- Offer personalized experiences: Customers today expect personalized experiences, and banks must deliver. Banks can use data analytics and machine learning to gain insights into their customers’ behavior and offer tailored solutions based on their needs.
- Foster a culture of innovation: Banks must foster a culture of innovation that encourages employees to think creatively and experiment with new ideas. This can include setting up innovation labs or partnering with fintech startups to bring new products and services to market.
- Moving away of any kind of monolitic systems that are hard to integrate is a Must do for banks, invest in open architecture/ API based micro services that seamless connect with core banking and channel solutions. Still keep eye on highest level of security and end user convenient identification, authentication and authorization, most likely password less with biometric and AI to protect against fraud.
All these can be achieve in deploying a digital identity solution, banks can vastly improve perception of customer service by removing friction, whilst maintaining robust levels of security.
In the era of the most convenient payments via mobile and wearables, what next can banks offer in terms of digital banking?
- Voice-activated banking: With the increasing popularity of virtual assistants such as Siri, Alexa, and Google Assistant, banks can offer voice-activated banking services. Customers can use their voice to check account balances, make payments, and perform other banking tasks.
- Biometric authentication: Banks can offer biometric authentication methods such as fingerprint and facial recognition to provide customers with a secure and convenient login experience. Biometric authentication is more secure than traditional passwords as it is unique to each user and cannot be easily replicated.
- Augmented reality banking: Augmented reality (AR) technology can be used to provide customers with a more engaging and immersive banking experience. For example, customers can use AR to visualize their account balances and transactions in a 3D space.
- Social media banking: Banks can leverage social media platforms such as Facebook, Twitter, and WhatsApp to provide customer support and offer banking services. For example, customers can use WhatsApp to check their account balances, transfer funds, and make payments.
- Open banking: Open banking refers to the practice of sharing customer data between different banks and financial institutions. Banks can use open banking to provide customers with a more comprehensive view of their financial information and offer personalized recommendations based on their spending habits.
- I read just recently that retail banking will move away as appearing as bank. Banking services will be embedded in market place solutions, that would mean that banks need to establish market places. Maybe that’s where competition will come from Twitter, FB, TikTok …
Private banking for HNWI will look different in my eyes. There, the asset management part and sophisticated financing solutions will matter most, how to use assets as collateral easily and so on – this client segment really needs banking advise all other customers need banking services but not necessarily a bank
How do you expect digital banking to influence traditional banking during the next few years?
- Increased competition: Digital banks and fintech startups are already disrupting the traditional banking industry by offering innovative products and services that are more convenient and user-friendly. Traditional banks will need to adapt to this new competition by improving their digital offerings and adopting new technologies.
- Shift to online and mobile banking: As customers become more comfortable with online and mobile banking, traditional banks will need to shift their focus to digital channels to remain relevant. This will require significant investments in technology and infrastructure.
- Greater emphasis on customer experience: Digital banks and fintech startups are known for providing excellent customer experiences, and traditional banks will need to follow suit. This will require a shift in mindset from product-centric to customer-centric, with a focus on delivering personalized services that meet customers’ needs.
- Integration of new technologies: Traditional banks will need to integrate new technologies such as artificial intelligence, machine learning, and blockchain to improve their digital offerings. These technologies can be used to automate routine tasks, detect fraud, and personalize customer experiences.
- Increased cybersecurity risks: As banks move more of their services online, they become more vulnerable to cyber threats. Traditional banks will need to invest in robust cybersecurity measures to protect their customers’ data and prevent fraud.
- Digital banking will clearly eliminate thousands of jobs in banking and banks will disappear in physical presence in high street locations. This moves the bank employees away from their customers, thinking about typical saving banks in rural areas, a bank manager knows all his customers for decades, while in the future the customer becomes anonymous for people working in banks and therefore data analytics is so important with all gimmicks like AI, ML to give a bank employee the level of information they need to serve their customers and develop new attractive products.
Nets is part of Nexi Group – the European PayTech with scale, capabilities, and geographic reach to drive the transition to a cashless Europe. Together we are committed to supporting governments, people and businesses of all sizes, transforming the way people identify themselves, pay, do business and accept payments. By simplifying processes and providing the most innovative and reliable solutions we enable governments, businesses and financial institutions to better serve the public and customers, build closer relationships, and to grow together.