79 % of banks face the challenge of driving innovation / product development. The focus here is on the customer: What does he or she need now and in the future? Conclusion options without media discontinuity? Additional services?
The smart channel banking trend offers an opportunity to meet this challenge. It enables the switch from a bank-centric system to a customer ecosystem. The bank thus becomes a companion to the customer along the individual customer journey and a supporter of the customer through corresponding additional services in different themed worlds. The trend also promises to increase sales efficiency and reduce process costs.
What is behind this and what steps does smart channel banking involve?
According to the Research Center for Financial Services, the roadmap for the implementation of smart channel banking and the development of the customer ecosystem includes, among other things
- Linking of all sales-relevant customer data
- Optimization (automation) of customer-side product and service processes
- Needs-based and personalized customer approach
- Media discontinuity-free termination options
- Integration of external services and complementary products
Important tools for this are:
- Screening of touchpoints
- Structure of a data warehouse
- Evaluation of customer and transaction data
- Controlled API management
Technologies such as artificial intelligence and robo-advisory are supportive here.
Smart channel banking is aimed at an innovation-oriented customer ecosystem that takes into account generations X, Y and Z, integrates digital solutions and realizes networking.
In the coming weeks, TeleskopEffekt GmbH will continue to write about individual trends, such as smart channel banking and its roadmapping, in its blog.
If you would like information on trend monitoring and/or roadmapping, please contact Dr. Julia Breßler.
