What Do Customers of Today and Tomorrow Demand?

Think beyond banking: Innovate in a data-driven and customer-centric way

How have the customer expectations changed in the past year and how to approach customers of the new normal?

Customer of today and tomorrow demands relevant and personalized services and products in a simple and convenient way in order to make their daily life easier. They expect an option to pick and mix from a wide range of suppliers to create the best offering both from a cost perspective but also as a function – and experience perspective. The customer expects to get the services at the right time, in the right channel and in the right place.

Is that correct that FinTech collaboration is essential for the future of banking and why?

Yes – very much. We need to cooperate with other actors in order to provide an excellent customer experience and think beyond banking. We need to realize that the customer is in the driver’s seat and as mentioned above the customer expects alternatives and additional services. It will be crucial for us to offer that in our own environment.

How to succeed under the tremendous pressure to innovate and provide seamless digital services to stay relevant to current times?

Keep digitalizing in a data-driven and customer-centric way – meaning develop the right thing in the right way. Use Open Banking as an opportunity to create excellent services and products in order to achieve satisfied and loyal customer.

 

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Jenny JOSEFSSON is a Head of Digital Launch, Digital Sales Growth Manager at Swedbank, and works with digital sales and marketing. She works in a data-driven and customer-centric environment to promote and increase Swedbank’s sales and service in their digital channels, i.e. swedbank.se – internet banking and the app. She believes that customer feedback, quantitative and qualitative data are keys to insights that lead to concrete actions to improve Swedbank’s digital service and customer offering. SEO, landing pages, conversion and frictionless customer journeys are common words at work. Her area of responsibility is Daily Banking – i.e. everyday banking services that customers use every day. Her goal is to simplify and facilitate a customer’s life as much as possible.
She has a professional background in biomedicine and public health. She is also a passionate athlete in cross country skiing and ultra trail running.