Be connected
Give customers and employees easy access to the information and tools they need
of enterprises say the quality of work of frontline employees in their organization would improve in the long-term with access to data-based insights.
Make your people part of the digital experience
People will always be the best way to build lasting personal connections, even as technology advances. The challenge for banks is how to show empathy in digital experiences. Allowing customers to easily connect with advisors in the branch or digitally—through chat, voice, and video—makes it possible to achieve the human touch so that customers feel cared for by real people throughout their financial ups and downs. When employees are empowered with complete and relevant customer insights at the right moment, they can connect with customers in more meaningful ways to deliver high-value and differentiating services.
“Banks should allow bank employees the autonomy to listen and understand the human being in front of them and do what they can to help, rather than requiring them to see the person as a number on a computer screen.”
– Bank customer (USA), Temenos Survey 2021 respondent
"The practicality of online is irreplaceable, but the real proof of affection for customers always comes from those who serve customers.”
-- Bank customer, Temenos Survey 2021 respondent.
Partner with the best
Customer needs and expectations evolve quickly. By embracing an open ecosystem, banks can get new services up and running quickly, from the latest fintech innovations and new customer service tools to services beyond banking. By partnering with financial, and even non-financial institutions, banks can position themselves as a trusted partner and advisor, delighting customers with an efficient and seamless user experience while addressing all their needs on the same platform.
Research from Accenture found that 31% of SMEs are looking for close engagement from banks, seeking proactive ideas and non-financial assistance to help optimize their business.4
4. SME Banking 2020: Changing the conversation (and capturing the rewards) | Accenture, 2016
“The biggest thing that would make a difference for my bank is for them to listen to the customers and then rapidly get some solutions out there to help us.”
– Managing Director, consulting agency, Temenos SME Think Space Innovator Series, 2020
“It’s important now, more than ever to offer innovative digital solutions that ease the challenges that business owners face as they look to grow and maintain a business, especially during a pandemic. We are excited to partner with Temenos to bring to market a data and intelligence-driven solution that will offer real-time insights and a holistic view, empowering SMEs to grow.”
– Rod Ashley, CEO, Alba
Connection in context: Canadian Western Bank
CWB selected Temenos Virtual COO to support small- and medium-sized enterprises (SMEs). With the solution, CWB’s SME customers can now leverage Temenos Analytics and Explainable AI (XAI) to strengthen financial decision-making and grow their businesses.
With Temenos Virtual COO, SME owners will be able to simulate different business scenarios with XAI-driven modeling to identify the best course of action for their business. The new solution aggregates financial banking and business data to provide a consolidated real-time view of an SME’s financial health and lighten the administrative burden so that business owners can spend more time on their business.