Business customers expectations are rising with the bar being pushed up by digital giants and fintechs. Banks can meet and exceed these expectations if they adopt a design thinking approach, one whose goal is to improve or re-envision customer journeys by moving beyond the “what” to the “why.” By focusing on customer workflows, banks can expand their offering, for example, upstream and downstream of a payment. By understanding the “why,” they have valuable contextual information that enables them to offer tailored products and services.
Alenka Grealish, Senior Analyst at Celent, teams up again with iGTB, the world’s first complete Global Transaction Banking platform, to discuss the paradigm shifts occurring inside banks.
In this session, you will learn:
· How to reimagine customer engagement overall
· How advanced artificial intelligence could change the (inter)face of banking
· How banks can play a vital role in the financial supply chain workflow
· What steps to change in payments services are possible
As competition heightens, not only from other banks but also from digital giants and fintechs, banks that outperform in customer engagement and journeys will win increasing market share and share of wallet.