Digital & Private Banking: a remarkable customer experience
Faced with the multiplication of digital uses and a changing environment, the relationship model in banking, which is still very much marked by the value of face-to-face contact, may be evolving, with impacts on segmentation and commercial organisation.
Thus, the new customer relationship models in private banking now seem to revolve around the following issues:
- How to convey a “high-end” image on remote channels (web client space, mobile banking, etc.) and beyond (private banker’s tablet, use of video conferencing, telepresence, etc.)?
- Which services should be offered online and for which customers?
- How to adapt its segmentation to suit customer usage and secure the profitability of its operational model?
- What are the impacts on the commercial organisation?
In order to answer these questions, we present you with the material from our Ailancy Conference “Private Banking & Digital: Extending a Remarkable Customer Experience” of 19 May 2016 on the new customer relationship models in private banking.
Using data to improve the customer experience: a strategic lever for differentiation
- Retail Banking
Google, Facebook, Fintechs, Insurtechs: New entrants to the financial services market are focusing on their ability to deliver a remarkable customer experience, thanks to their exploitation of data. In this context, more and more banks and insurance companies are making customer experience a stra