Let's Get Rid of Internet Banking
If you think about the way we have digital banking and web presence structured today, it is actually wrong. Most banks today already have a well developed ‘public’ presence in the form of www site, and a separate ‘secure’ portal as a transaction or services platform “behind the login” – normally called “Internet Banking”. The problem is, that this basic structure is not the optimal configuration for customers, nor for the bank moving forward.
- 17/09/2019
- 2
The Digital Relationship Revolution
Everyday we’re making choices in the digital and physical worlds between one brand and another. Sometimes we choose a brand because they provide us with great service, but sometimes it’s simply because they provide adequate service and there isn’t really a better option. Mostly the choice of the interaction isn’t about great service at all; it’s about convenience. Generally speaking it’s not because of their products or their so-called services. It might be the way in which they connect me to certain products or services, but it isn’t generally what they produce.
- 10/09/2019
- 3
Private Banking 2.0
Since the emergence of online banking there has been a fundamental assertion from high-net-worth bankers that their clients aren’t digitally focused, they don’t use social media or mobile banking, and that they prefer to pick up the phone and engage their banker because the nature of their interactions is defined by their wealth – they want the highest-level of service that only comes from engagement through a personal banker.
- 05/09/2019
- 4
Curse of the Innovator
We’ve been discussing at many organizations what it takes to get innovation done in large businesses with embedded behavior and practices. One side of the coin is obviously the impact of disruptive technology, but the other is purely the issue of innovation management or creating an organization that embraces or assists innovation.
- 05/09/2019
- 7
Branches Will Never Result in 100% Financial Inclusion
I was in India a few years ago speaking to the Reserve Bank and most of the primary Retail Banks about the impact of mobile and social media on the industry there. The former RBI Governor, Raghuram Rajan, had ruffled some feathers with his unconventional approach but he had his work cut out for him with a very traditional market, with very traditional views.
- 02/09/2019
- 5
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