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Tuesday, June 3, 2014

4:00 p.m. - 4:45 p.m.
Track: Digital Now View Track

SOCIAL MEDIA AND BANKING: SHIFTING FROM DEFENSIVE TO OFFENSIVE

Bill Sullivan, Global Head of Financial Services Market Intelligence, CAPGEMINI

The rise of digital has transformed the financial landscape and high expectations of digitally savvy Gen Y are driving down customer experience levels, forcing banks to rethink their approach to meeting the demands for mobile and social media.

The integration of social media is an emerging priority for retail banks, but are banks’ future plans properly aligned with customer expectations?  Transitioning from a defensive position in social media to an offensive one can provide banks with further opportunities to embed themselves socially into their clients’ day-to-day lives. This will help banks differentiate themselves and increase the convenience of banking and financial needs of their customers. 

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