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Customer experience trends in banking to watch for

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Customer experience trends in banking to watch for 1

By Priya Iyer, Chairman and CEO, Vee24

Most people have a full-time job, a family and a fairly full schedule of extra curriculars and they simply do not have the time to go to a bank within the standard work week. Futurum author Daniel Newman says, “I can’t remember the last time I’ve been to a bank. Come to think of it, I can’t remember the last time I’ve mailed a bill payment, either.”[1]

Priya Iyer

Priya Iyer

Over 161 million users in the U.S.and 7 out of 10 people in the UK use digital banking today largely due to its convenience.[2& 3] The number of users has steadily risen over the last 5 years, which only means we can expect continuous growth in the coming years. As a retail banker or credit union, now is the time to take a look at your current online presence. Do you have a mobile app? Do you offer customer support outside normal business hours? Do your customers receive the same level of service online that they would receive in person?

In 2019 and beyond, banks and credit unions that put a large emphasis on their level of online customer support will be the first to see a significant rise in sales conversions and brand loyalty. The financial industry has always been one of the leaders at adopting innovative technology, and with the current live assistance capabilities available, there’s no need to let your customer service fall behind. Here are 3 important banking and credit union customer experience trends to watch for to stay current and keep customers satisfied.

Remote video chat support

Personal finances can be a touchy subject and many customers prefer to visit a bank in person to discuss matters such as investments, loans and savings accounts. Picture a student who needs to speak to a financial representative about their student loans. It’s likely that they don’t feel it’s appropriate to put their concerns in writing through email or text chat, but they also have a full schedule of classes and homework and do not have time to go into a brick-and-mortar branch. Live Engagement platforms offer one-on-one video chat support so that customers can feel secure handling their finances through a conversation with a knowledgeable person, but remotely from the comfort of their couch.

It’s been predicted that 1 in 5 financial institutions will offer some form of video chat support to their customers in 2019.[4] Companies offering video banking services have found that 72% of their customers perceived them as an innovative institution and that their customer satisfaction rate had increased by 64%.[5]

Omnichannel banking

In addition to improving the quality of online customer support with more meaningful and personalised interactions, financial institutions should expect to see online banking become more accessible across all channels, and from any device. In fact, many companies have already started to prioritise this. 65% of businesses think that having a live engagement platform that supports a variety of devices and operating systems is the most important feature to have. [6] Certain chat platforms enable customers to reach their bank representative with just a click of a button – from any browser, on any device, and with no download required. A customer can receive support on their iPhone or Samsung Galaxy from a grocery store, or they can speak to their financial advisor from their laptop at work or at home. Providing customers with this type of flexibility will continue to be an important feature of online banking throughout and beyond 2019.

Co-browsing with customersextra curriculars

Although many financial institutions rank accessibility and quality of support as the most important features of a live engagement system, we cannot overlook the ability to share a screen and co-browse. Co-browsing is an extremely impactful feature of online customer support and more than a fourth of banking providers think this is the most important feature to have when deploying video chat.[7] When a frustrated customer contacts a live agent because they cannot find the right application for a personal loan, the agent can take control over the customer’s browser and direct them to the right page. To take it a step further, more sophisticated live chat platforms allow co-form fill, enabling the agent and customer to jointly fill out online forms.

Conclusion

Online and mobile banking technology will continue to improve over time with AI driving automation and omnichannel access – financial institutions who keep up with these advancements while staying consistent with their customer support will be the most successful. Most users of online banking look forward to a high standard of service that not only meets stated commitments from a bank but also provides personalised experiences that consistently exceed customer expectations.

Banking

Hong Kong’s First Multi-Cloud Challenger Bank Goes Live with Temenos

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Hong Kong’s First Multi-Cloud Challenger Bank Goes Live with Temenos 2
  • WeLab Bank designed, built and launched using cloud-native Temenos Transact in less than 10 months
  • WeLab offers next generational digital services for the 7.5m people in Hong Kong to access from their mobile phones
  • Customers can open accounts remotely in just 5 minutes with bank reporting 10,000 account openings within 10 days of launch

Temenos (SIX: TEMN), the banking software company, today announced that WeLab Bank, Hong Kong’s first homegrown virtual bank, has publicly launched using cloud-native Temenos Transact to provide a range of next generation digital services for customers to enjoy 24/7 from their mobile phones. Designed, built and launched in less than 10 months, the fully digital bank has seen rapid take up with a reported 10,000 account openings within the first 10 days of launch.

WeLab Bank is powered by cloud agnostic Temenos Transact for core banking along with Temenos Analytics and Financial Crime Mitigation. Implemented on Amazon Web Services and Google Cloud, WeLab is the first multi cloud digital bank in Hong Kong. Operating on multiple clouds at the same time gives WeLab increased operational resilience and disaster recovery capability and is a regulatory requirement of the Hong Kong Monetary Authority for new digital banks. According to the Economist Intelligence Unit 2020 report for Temenos, 81% of global banking executives surveyed believe a multi-cloud strategy will become a regulatory prerequisite.

Developing a cost-effective and scalable core banking solution was paramount for WeLab. Temenos cloud native software is built for the digital age using API-first and DevOps principles and engineered to deploy in containers and microservices. This makes it easy for WeLab to scale for future business growth efficiently and eliminates the need to provision for peak processing volumes so that the bank only pays for its actual usage, yielding significant cost savings.

Critically, with NuoDB the solution delivers a cloud-agnostic, distributed relational database that enables WeLab to deploy an active-active on-demand database across multiple cloud providers with near zero downtime failover.

Temenos Transact is a preconfigured system and so requires very little coding and with Temenos model bank to address local practices and regulations, WeLab was able to bring its service to market faster and extend its innovation with more than 400 out-of-the-box APIs.

With Temenos, WeLab bank is set to transform banking in Hong Kong. In as fast as 5 minutes, customers can remotely open a WeLab Bank account with $0 monthly fees and start enjoying differentiated services such as time deposits with competitive rates, an interest-bearing deposit account with an instant virtual Debit Card, and real-time payments powered by Faster Payment System (FPS). Everything can be done on a mobile phone, simply and effortlessly.

Adrian Tse, CEO at WeLab Bank, commented: “WeLab Bank was born from an initiative to reimagine the banking experience for the 7.5 million people of Hong Kong. From the start, we knew this vision needed the most advanced cloud native technology and a partner that shared our vision for digital transformation. With Temenos we have efficiently built WeLab Bank from scratch, free from any legacies, with innovative features that proactively help customers to take control of their money and their financial journey.”

Max Chuard, Chief Executive Officer, Temenos, said: “Congratulations to WeLab Bank on the launch of their trailblazing new digital bank. Building and launching a licensed bank in such a rapid timeframe is a fantastic achievement and we are proud to have supported them in becoming the first multi-cloud digital bank in Hong Kong. Temenos cloud-native, cloud-agnostic strategy means we can satisfy the needs of the most innovative and ambitious neobanks like WeLab Bank to run on multiple cloud providers. We know this is just the beginning for WeLab and we are excited to be part of their story as they revolutionize banking for people in Hong Kong.”

Bob Walmsley, CEO of NuoDB said: “We are excited to be partnering with Temenos to help WeLab Bank achieve their aggressive launch timelines and deliver innovative banking services to its customers. We were inspired by the technical vision of WeLab and knew that executing an on-demand, multi-cloud strategy was a perfect fit for NuoDB. Our enterprise-class, distributed SQL database combined with Temenos’ cloud-native technology helps banks of all sizes around the globe migrate to the cloud to improve agility and reduce costs.”

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Banking

The Bank is Where the Heart Is

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The Bank is Where the Heart Is 3

By Nick Barnes, Practice Director, Financial Services & Customer Success at JRNI

When unexpected events occur, people turn to their banks to provide a sense of trust, security, and stability. They need to be available anywhere, anytime, and from any device. As it’s a business based on trust, one-on-one communication is key.

With the world still emerging from the COVID-19 crisis and endeavouring to avert a possible second wave, every country, state, and region has their own unique requirements. Plus, every customer or member has their own demands. Experts and pundits have discussed a new normal, but what’s normal for now involves keeping customers and employees safe while also providing the same sense of stability as before.

For banks, building societies and credit unions, the main concerns include how to maintain personal relationships amidst social distancing; how to be available at any time on any device; and how to provide a sense of calm and security amidst the chaos.

Adapt or fall behind

Customers are quickly learning which of their service providers are adapting best to this new world. Are financial services providers like banks and credit unions adapting, or falling behind?

Finances are a highly personal topic, and often, illogical or emotional. Will I have enough? Will it be available when I need it? It is always a hot topic of conversation, but especially during a pandemic when unemployment rates are rising, and the economic landscape is unsettled. In the past, a customer could walk into the bank, have a reassuring conversation with a representative and move on.

So, how can banks help their customers through tough financial times during the current crisis, when in-person communication is nearly impossible? One solution is to provide helpful, personalized customer service through digital channels.

While in-person assistance will remain important after COVID-19, customers are looking for assistance now.   Banks are turning to remote video and voice appointments to boost customer satisfaction and meet customer expectations.

3 reasons to use remote appointments

1. To comply with social distancing

Our Modern Consumer Banking Report​​​​​​​ last year showed that when consumers visit branches, it’s primarily to talk face-to-face and ask questions/get help.  Research from Bain reinforces this, and emphasizes that “many retail banking customers think it’s easier to purchase through a human channel, or prefer to speak with an employee before buying a product.”

Due to social distancing measures, branches cannot be customers’ primary way of managing their finances during this pandemic. However, this doesn’t mean that customers aren’t interested in personalized attention that can be made available via video and voice.

2. To meet new demand 

Although spending habits may have changed, consumers are still making critical financial decisions during the COVID-19 pandemic.

Individuals: The financial effects of coronavirus are drastically different from one customer to the next. While some are counting down the days to receipt of their unemployment check, others may be taking advantage of low-interest rates to buy a house. Ultimately, banks and credit unions need to address each customer segment with a unique message and way of providing assistance.

Small business banking: Countless small businesses around the world have been forced to close their doors. Whether they’re needing loans, payment deferrals, or advice, small businesses are looking to their bank as a guide, and a comfort.

Investment management: A recession is upon us, and with that comes a new approach to investing. Financial advisors are fielding questions, providing recommendations, and staying up to date on the market. Beyond this, many are building entirely new strategies for their clients.

Regardless of customer type, it’s clear that each subset of customer needs help from their financial institution at this time.

3. To boost customer retention

​​​​​​​​​​​​​​Financial institutions cannot afford to lose customers during the pandemic, so customer retention is crucial.  Great customer service boosts customer loyalty, and research from Bain shows that loyalty is key to retention:

  • Customer loyalty increases revenue, and loyal customers are less likely to switch to a competing bank.
  • Customers who are a bank’s “promoters” recommend the bank to others as much as six times more than “detractors.”
  • A bank’s “promoters” spend one-quarter more than detractors on their primary credit card.

Ultimately, being able to connect with a customer in need using video or voice can give customers peace of mind and boost loyalty. Delivering personalized financial services without interruption is crucial.

Initial results from video banking show that consumers consider the service valuable. Phoenix Synergistics’ survey from December 2019 found that 17% of customers polled had used video chat through a website or app with their financial institution. Of those that had used video chat, 89% found video chat valuable.

Some suggestions for banks using remote video or voice appointments would be to: firstly ensure your solution is secure and doesn’t expose personal information outside of the conversation; secondly create a culture of consultation to alleviate outstanding fears; thirdly leverage appointment setting to allow customers to pre-schedule consultations and enquiries; finally include remote appointments as part of a wider suite of ‘touchless’ offerings.

The dos and don’ts for bank branches

Forty-three percent of banking customers have expressed their desire to change the way they bank due to the pandemic. As with retail and hospitality, several key customer segments have doubts about visiting physical locations and are transacting more remotely.

The challenge for banks is to make services available wherever customers want to bank – be it by phone, online, or in branch – and when it comes to any transaction, the key is to make customers feel cared for, heard, and secure.

With social distancing parameters in place along with other health and safety measures, there’s significant focus on the need to retool the branch experience. Here are a few suggestions as we move into that next stage of business and interaction:

DO: Have a plan.

Nick Barnes

Nick Barnes

Think about how customers will enter and exit each location. Plan for increased space between people in line, how to attend to at-risk customers, properly spaced lobbies, and waiting areas. Consider your employees and what they need in order to stay safe including break rooms with increased space between lounging areas, removal of shared snacks, availability of hand sanitizer and masks.

DO: Make sure you can effectively manage footfall.

Overcrowding will create fear and loss of trust. Make sure you have plenty of directional signage, crowd control measures, and staffing. Solutions including people counters, occupancy managers, and pre-booked appointments​​​​​​​ both allow for the throttling of traffic, and the ability to build in cleaning time.

DO: Hire the right team and staff adequately.

Being courteous and in control will be the most important ingredient to success. Have enough staff, you will need the extra hands to ensure that all staff is properly trained and ready to enforce new protocols.

Some customers will be understandably anxious going into branches, and some will want to feel that everything has returned to normal, so staff may need to be very firm and well-versed in a new operating style.

DO: Offer customers the ability to bank when and how they prefer.

We’re not suggesting that you remain open for 24 hours, but the goal is to make it easy for the customer. Adding the ability to set an appointment with a wealth manager or an advisor online will enable customers to bank from home, and will enable banks to provide the personalized service customers have come to expect.

Leverage online appointment confirmations to remind customers to have key documents available if they need them. Virtual solutions position the bank to serve as an advisor rather than just a financial institution.

DO: Demonstrate your commitment to a safe environment.

Use clear signage to convey the measures in place to ensure customer and employee safety. Make hand sanitizer or wipes available throughout the branch, and in all high-touch areas. Ensure cleaning supplies are visible, around doorways and ​​​​​​​near greeters to provide customers with an added sense of security. And make sure that employees are following every measure required of customers.

DON’T: Lose customer confidence.

If you are not prepared, it will show, and it will be very hard to gain back customer confidence once compromised. Social media will not be your friend. Forrester Research reports that 52% of US online adults prefer to buy from companies that demonstrate how they are protecting customers against the threats of COVID-19.

DON’T: Overcrowd or fill your branch to capacity.

Consumers are being trained to avoid crowds, so failure at the branch to comply could result in losing their business. Most physical locations are operating with fewer staff and accommodating 10 – 25% of the traffic once allowed. Keep in mind that you only have one opportunity to make a first impression on customers, and they’re looking to trust you have their best interests in mind.

DON’T: Understaff.

You will need to expect the unexpected and having more hands-on deck will prove to be beneficial in the long run.  Having the wrong staff, or those that don’t take the time to learn new operating procedures or feel comfortable telling that customer who won’t keep a mask on, may not be the best fit.

DON’T: Make it difficult for customers to do business with you.

Social distancing introduces a number of disruptions to the way you’ve traditionally done business. So limiting options to customers – providing no ability to bank online or via phone, not having a live customer service voice or chat option – is not going to help. In addition to making sure the services are available, it is imperative to communicate all options to customers.

DON’T: Assume someone else will do it.

Bank staff need to show that the branch is being tended to, cleaned between visitors, and before opening each day. It is important that staff jump in to help move customers safely through the branch, ensure their questions are answered and overall, take a proactive approach to service without assuming that a sign or another staff member will take care of it.  Customers will come to the branch, but gaining their confidence is everything. Don’t lose it by not being prepared. It will be very hard to win it back.

With the constant threat new restrictions in response to COVID-19 outbreaks, banks will need to take a long view on how they enable the operational flexibility that will be needed to adapt to fast-changing conditions.  As people prepare to live more risk-averse lives, banks will need to go the extra mile to ensure customers feel less wary about visiting in person whilst also offering a seamless experience for those customers who prefer to remain in the safety of their homes.  Those that manage to do so will emerge from the crisis with a sustainable advantage over their competitors.

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Banking

Will COVID-19 accelerate the transition to banking alternatives 

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Will COVID-19 accelerate the transition to banking alternatives  4

By Gael Itier – CEO & Founder at akt.io

The COVID-19 crisis has led us to witness what will be remembered as a historic migration to digital. While we’ve seen an intense period of experimentation and improvement across financial services in the last five years, we’ve yet to see a truly unprecedented period of innovation to reimagine and rewrite the functionality of capital markets, until now. In less than a few years’ time, the wealth management and trading landscape will become unrecognisable to its current form.

The environment we currently operate in has influenced new consumer behavioural trends and increased expectations for a seamless digital experience. Banks who want to survive the storm must move faster than ever to introduce value-adding services that enhance the customer’s experience of modern banking. In the road ahead, banks and fintechs who want to stimulate long-term growth will see the crisis as a chance to create entirely new ways of thinking about how assets can be innovated to deliver more value to the consumers. While many companies will have to preserve funding, others will increase their investments in emerging technologies, such as AI, automation and blockchain, to make this vision a reality.

Alternatives to the traditional banking system will continue to pick up momentum as COVID-19 becomes a consistent presence in our society and economy. Though what will really set fintechs apart will be the ways in which they solve the challenges of tapping into new, secondary capital market structures and unlock real value by inviting mainstream consumers to participate. What is certain is that COVID-19 has highlighted the vulnerabilities of those who live paycheck to paycheck and made even more clear the need to access new services that help customers take better control of their money to stay afloat during the crisis or better yet thrive financially.

A watershed moment for digital banking consumers

Banks across the world will have to accelerate their digital transformation and future banking strategies to meet the rapid shifts in consumer demand for digital banking services and cashless payments. One recent study found that three quarters of European banks ‘weren’t prepared’ for the scale of change that COVID-19 had triggered in customer behavioral trends, with a further 88 per cent stating that they were overwhelmed by the demand for online and mobile banking during and post-lockdown. It is precisely this pattern that will lend to the rise in demand for fintech’s services given that they have operated for some time without a physical presence and as such are perfectly suited to adapt accordingly to this shift.

In a few short years, customer attitudes towards and interaction with banking products and services have evolved dramatically. Consumers today are more attracted to brands that offer more personalised and convenient experiences. This has led to greater preferences to seek out more intuitive modern banking software, which seamlessly responds to consumer needs. The emerging technologies deployed by fintech providers have shown consumers more sophisticated and intelligent user experiences are available, which has meant there has already been a rising permanent switch to digital pre-COVID.

Unfortunately for many heritage banks, the move to digital during COVID-19 has drawn harsher attention to this distinction. For customers who have traditionally managed their finances solely in brick and mortar locations, the inefficiencies are rife. Many scenarios have seen customers unable to shift quickly enough to mobile apps, struggle to get past hold to customer services for what feels like hours, and feel as though they don’t have enough financial control or stability.

Against this backdrop and the impact of COVID-19, other core traits of fintech providers and neo-banks in contrast to heritage banks make it well poised to come out on top when winning consumer trust and loyalty. The fintech industry’s business model has had yet to fully demonstrate its strength to combat economic uncertainty, until now. From adaptability to self-sufficiency, and speed to market and agility, fintech players are in a good position to ensure customers’ experience with banking runs smoothly during this challenging period.

Making money go further

The COVID-19 crisis has in many ways validated the foundational principles of many current and emerging fintech players: consumer control, rich personalisation, accessibility and transparency. Now more than ever, the average consumer will be searching for new and creative ways to sure up their finances. The pandemic continues to threaten job stability, demonstrating the need for fintechs to present greater opportunities for consumers to have more robust financial backup plans, including alternative sources of income, such as owning income producing assets.

The pandemic has proved itself as a wake-up call to everyone and has undoubtedly sparked a rise in motivation to take full control of finances. We are likely to see a steady rise in investment and trading options to seek out better returns than traditional savings accounts. Yet while investment apps will grow in popularity, for those starting out as investors, the barrier to entry is still very high. When it comes to accessing and effectively managing investments, there is a real need for a platform accessible enough for market participants who do not have the same level of capital and knowledge as high-profile investors to get involved.

A new period of innovation is upon us and this time over-hyped products, offering very little in terms of new functionality and customer benefit, won’t cut the mustard if they don’t provide an effective way to truly help people to manage and improve their finances. To truly be set apart from traditional banking infrastructures and even some of the most impressive fintechs when increasing wealth capital, customer expectations will be high. All-in-one digital platforms leveraging AI and other cutting edge technologies when providing customers with the opportunity to grow their wealth will redefine a promising and much needed era for consumers.

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