Be authentic


Bring your brand and values to life in every touchpoint

20-30%

When banks shift their mindset to focus on the customer, it can pay big dividends—such as a 20% to 30% uplift in customer satisfaction.2

2. What matters in customer-experience transformations | McKinsey

Make it unique

Emotional connections often start with consistent and familiar experiences that in turn, instill trust and security —the bedrock for banks. Something as basic as ensuring a uniform look and feel of apps across devices can build customers’ confidence and grow it as experiences adapt to changing customer needs and desires without having to start from scratch.

When it comes to money and savings ... what matters most to me is being able to trust the bank or advisor that is dealing with me - that there is clarity and transparency.

– Bank customer, Temenos Survey 2021 respondent

Meet customers where they live

Digital has sped up our lives, pulling our attention and physical bodies in multiple directions. Customers bank at all hours and places, whether they’re between business video calls or in the car on a family trip.

For example, a customer completing an application online may be interrupted several times by texts, deliveries, pets, and more before finishing. They may need to pause a process on their desktop and pick it up on their mobile seamlessly, without losing their progress. Understand that banking doesn’t always happen in clean and tidy ways for customers and build around their time and space.

“I felt empathy from my bank when I opened a new investment certificate last year. The representative I worked with was very understanding about how people’s day-to-day schedules and situations have changed in the past year.”

– Bank customer, Temenos Survey 2021 respondent

"If I say I want these payments in my bank account completed, I should just press a button and it happens."

– Founder, FinTech scale-up, Temenos SME Think Space Innovator Series

Flexibility across channels is key. There’s a roughly even split between customers who want easier access to an employee and those who would prefer better self-service experiences.

0%

manage their money primarily through traditional banking providers with in-person branches

0%

manage via a digital-only banking provider

0%

manage across a range of digital applications

Question: “Which of the following best describes how you manage your money?” Temenos Customer Survey April 2021

Top four responses only. Question: “If you could tell banking providers one thing to prioritize from this list, which would you choose?” Temenos Customer Survey April 2021

Authenticity in context: HSBC

When HSBC North America decided to launch a credit card onboarding and origination project focused on customer-centric experiences they chose Temenos for four key reasons.

HSBC’s first concern was time to market - they needed a ready-to-go platform so they could begin servicing the customer demand for online applications. They sought flexibility to create a branded customer journey—experiences consistent with their design guidelines. They also wanted to connect to an evolving ecosystem of service providers for authentication, identity verification, decision-making, and other key capabilities. Most importantly, they wanted to provide digital experiences that met their customers’ rising expectations.

Launching the program with Temenos in just four months, HSBC quickly formed stronger, more consistent, and more authentic connections with customers from the first contact. This resulted in 4-5 times higher onboarding success and became the foundation for a long and fruitful journey.

"At HSBC, the customer is at the center of everything we do. It was really important to us that the front-end that we use had the power to be able to create experiences that were authentic to our style guide."

– Head of Digital Banking, HSBC North America

Be personal