Copyright © 2010
Page 1 of 25
S Y N O P S I S
client experience gap —
that divide between customers’ retail banking needs and technology experiences and today’s retail banking client engagement model — is widening. Banks should realizethat it is in danger of becoming an insurmountable gulf. Tink about it. Where is the emotional stateof the nancial services customer today? Confused. Untrusting. roubled. Feeling disconnectedfrom the “economy”. Feeling abandoned by nancial services companies. And seeking control. Atthe same time, customer behaviors and expectations are changing with every technology innova-tion. Customers seek experiences that are informational, engaging, maybe even entertaining. Tey are mobile — perhaps even social in their digital lives. Tey expect personally relevant interactions inboth work and play. In contrast, what does the current retail banking experience deliver? Branches,AMs, call centers, mail, and online bill pay: increasingly generic and transactional experiences thatare impersonal to the customer and don’t reect ever-changing reality.
Where’s the new customer experience headed?
owards rich and personal online experiences,a mobile wallet, social media, “branches of the future,” touch-screen AMs, personalized digitalmarketing, and more. Te channels and tools customers use to manage their nancial lives aredramatically changing. echnology, which has improved eciency and convenience oen at theexpense of customer intimacy, now has the power to engage customers like never before. Are youready? We are passionate and optimistic about the future ahead. Te goal of this forum is to helpdrive industry discussion and explore what our future might become. It’s a time of great challengeand great opportunity. Winners will meet the challenge with discipline, passion, and a relentlessfocus on delivering great experiences to their customers.