How to realize it
Combining the four ingredients to humanize your digital banking experiences
Centering your bank around human needs starts with evaluating current capabilities. Review business goals from each line of business and then map them to the four ingredients—authenticity, personalization, connection, and aspiration—so you can shape actions that lead to real outcomes for your customers. As with any business change, being aware of the potential blockers can help drive success. Consider the factors that might hamper your ambitions—like ambiguous project plans, misaligned personnel, or appetites for experimentation—and plan on mitigation strategies in advance.
Here are three things to focus on:
Pace
Choose the pace that works for your organization. Initially, identify small, tangible ways to make digital banking human that can build momentum. Understand that business and retail customers may have different expectations for the pace of change.
Personnel
Consider people-centric attitudes and skills in hiring and training and how they translate to traditional banking industry skills. Train people to use technology effectively, whether they are interacting with customers through chat or applying AI-driven insights during a call.
Protection
Provide a safe environment for people to experiment and learn new ways of engaging with customers for faster learning and success. Choose proven solutions that simplify IT and reduce risk for your organization so you can meet evolving customer needs with confidence.