Connected Banking: secure and intuitive customer interfaces

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Presented by

Veronica Alava, Raphaël Feillet (equensWorldline), Christopher Schmitz-EMEIA FinTech Leader (EY)

About this talk

Today's customers are banking on the go. We have entered an era in which trust is not the primary factor anymore in choosing a bank, it is implied and expected. Thus, the new deciding factor is customer experience. COVID-19 is accelerating the adoption of digital services, making almost all bank-customer interactions remote. That’s why customer experience needs to be taken to the next level: multichannel, convenient and engaging customer journeys are already a must. On top of these trends, banks are now investing in seamless omnichannel experiences based on personal needs, integrated banking services, and proximity through remote advice. What we also know, is that bank customers are happy to have a conversation from the comfort of their own homes if services are convenient and relevant. However, still the amount of consumers who receive remote advice and satisfying digital personalized services can be improved with the right digital tools. So how can banks deliver the required experience within digital journeys when addressing their core customer needs in the midst of COVID 19? Come join us to learn how banks can ensure a seamless customer experience that is simple, fast and intuitive. We will analyze together three digital customer journeys: Instant loans, Personalized payment services and complex financial advice. Agenda: • From Online Banking to Connected Banking • How to adapt the customer interface within three customer journeys • Key customer services : instant loans, payment services and complex financial advice • Future ready digital banks (demonstration)
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