Asian banks need to embrace technological advances to deliver an integrated experience to customers
Technology is no longer just about faster transactions; it is also about working smarter. Are banks in Asia up for the challenge? May 16, 2012 | Carol WheatcroftA customer is considering a car purchase. He uses his mobile phone to check his bank account but finds there are insufficient funds – he will need an automobile loan. Still using his mobile, he books a meeting with his relationship manager, pulls up an application to direct the taxi driver to the nearest branch and uses near field communication and speech recognition technology to pay for the taxi. He is welcomed into the branch by a greeter accessing the bank’s Customer Relationship Management technology on an iPad to immediately direct him to his relationship adviser. He uses an interactive touch screen device to view and discuss payment scenarios, exchange cards electronically, and departs equipped with the knowledge to help him make the right decision about his planned car purchase. This was the storyline of a promotional video from French bank BNP Paribas, demonstrating how connected technologies can be used to create a fruitful experience for a bank customer. The ideas are in no way far-fetched and as Neal Cross, financial services director at Microsoft Asia Pacific explained, the technology is all available today. Cross mentioned other examples including one from Asia where in a seamless, secure transaction, customers at China’s Ping An Bank are able to originate new bank accounts and receive ATM cards within 15 minutes by swiping their identification cards at an ATM device. Cross pointed out that the use of technology has shifted from making transactions faster to treating users as human beings, freeing up the bank’s time so that they can focus on the core issue relating to customers’ request, such as a relationship manager immediately discussing payment options – selling the benefit – rather than using the time to understand and gather information about customers’ needs or check their credit worthiness. Cross elaborated that technology has become more ... Please login to read the complete article. If you already have an account, you can login now or subscribe/register.
Categories: Asian Banker Summit 2012, Customer Centricity, Mobile Banking, Retail Banking, Technology & OperationsAsian Banker Summit 2012,Customer Centricity,Mobile banking,retail,technology, Asian Banker Summit 2012,Customer Centricity,Mobile Banking,Retail Banking,Technology & Operations, Keywords:CRM, NFC, BNP Paribas, Neal Cross, Microsoft, HTML 5, Mobile Banking Platform, Matt Dooley, Rob Findlay, OCBC CRM, NFC, BNP Paribas, Neal Cross, Microsoft, HTML 5, Mobile Banking Platform, Matt Dooley, Rob Findlay, OCBC
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