The idea of good service, for many of us, is in part defined by the anticipation of needs coupled with seamless facilitation of means to satisfy said needs. The author captures this sentiment with the following
People’s lives don’t revolve around banking, after all. If you’re making a major purchase like buying a refrigerator, the smaller and faster the banking piece, the better. “To make banking joyful, make the banking part invisible,” Cobban explains. “For example, getting out of an Uber.”
For many organizations undergoing digital transformation, the technology is front and center. But in DBS’s case, the better the technology, the less visible it becomes. “Digital is all about the business model, enabled by emerging technology and data,” Cobban says. “Great user experiences based on ecosystem plays to make the banking component invisible.”
Mercator Advisory Group’s attention to the various communication models employed between Financial Institutions and Consumer Customers in 2017 and will delve into how friction is being eliminated in the two parties achieving what are being formed as shared goals. Stay tuned.
Joseph Walent, Associate Director, Customer Interactions Advisory Service at Mercator Advisory Group
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