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Our team – Ireneusz Liberacki, Mateusz Wierzbiński, Małgorzata Bąk, Michał Pomykała, Wojciech Pióro, and Alberto Pereira – spent their recent trip to Canada discussing how to meet the needs of diverse customer segments across different business scenarios and within the context of branch requirements. Let’s bring together their observations on how customer expectations in North America differ from those seen in Europe, as well as how bank branches in Canada operate today and the role they play in the modern banking landscape.
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A Roadmap for Building a Customer Engagement CenterHow to add new value for digital customers?Almost all banks have encouraged customers to shift transacting from branches to the digital world. Although not all adaptation attempts were successful, they achieved the goal. Customers check their account balances and make transactions and payments in web banking and mobile applications. So how can we add new value for these customers, based on digital roots?
How banks manage to sell complex financial products remotelyElectronic banking has moved most transactional operations into digital channels. The benefits for the customer are better access to their finances and time savings. For banks, the benefits are the cost savings - the number of bank branches closed in the past decade is 82,000. The remaining branches focus on servicing more complex products, such as mortgage loans or investment products. Are we, therefore, on the brink of a revolution in social communication, in which we no longer require the other person to make time for us to speak with them?
Human conversations in digital banking — A relic of the past or a rebirth?We are witnessing profound changes in how customers use banking services. There has been a shift toward everything virtual. From retail to professional services to health and education, almost all sectors offer all or part of their services online. Customers’ attitudes have changed, and they now prefer to have the option to take care of business online.
Why Banks Need a Cloud-based Customer Service SystemCloud-based software offers a technical stack as well as the opportunity to engage customers at a new level. The borders between traditional retail banking and fintech companies no longer exist in today's financial landscape. Customers now have more digital habits than they did five or even two years ago. Customers want a consistent experience across digital platforms and touchpoints. They want the major functions to be right in front of their eyes.
Case-based management – how does it help bank teams?Every day, thousands of customers contact bank advisors with questions about products they have or they want to hear about the latest bank offers and digital trends. These customers want to settle their cases in the most efficient way possible. Furthermore, their expectations regarding the quality and speed of service are rising consistently every year.
How Livebank Supports Cloud Banking Transformation?The rapid increase in interactions in digital media was an enormous challenge for the Banks, both in terms of organization and technical resources. The procedures for acquiring new technological solutions have also changed. The availability of the LiveBank cloud solution is a natural response to the changing and more demanding market environment.