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Customer Experience Innovation in Financial Services

INNOVATION


Expectations from today's consumer are outpacing the ability for banks and credit unions to keep up. The digital consumer is hyper-connected, highly informed and demands a highly personalized approach with regards to communication, product development and customer service.


On January 13, 2014, I was the featured guest for a global Twitter chat hosted by @IBMbigdata entitled, "Customer Experience Innovation in Banking". During the hour, there were 158 participants, 1,095 posts and over 6M impressions!


Below is a sampling of the interchange (including my responses)


Q1: How does today's customer behavior and expectations in a constantly changing technological world impact banks?







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Q2: How can FIs improve the customer experience as customers move from the branch to digital channels?







Q3: How do banks, steeped in traditions, established product lines and culture, innovate?







Q4: What steps should banks take to utilize all information assets for a comprehensive understanding of markets and customers?







Q5: How can banks leverage data from empowered customers to uncover innovative ideas?







Q6: Should banks use tools from other industries such as instant mobile video support?







Q7: What specific innovations can assist with improving the customer experience within banks?






Q8: How can banks master Customer 3.0 and prepare for Customer2020?








Additional Resources


Is Your Bank Ready for Customer 3.0? - Bank Marketing Strategy (Nov 2013)

Banking on the Future - IBM (2013)

Amazon's Mayday Button Could Revolutionize Banking - Bank Marketing Strategy (Jan. 2014)

Customer Experience Innovation in Financial Services Customer Experience Innovation in Financial Services Reviewed by MCH on January 13, 2014 Rating: 5

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