Page 48 - Banking Finance AUGUST 2015
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ARTICLE
in case they don't BAC Credomatic developed BAC
have enough money Ticket, a mobile application to reduce
in their accounts. wait times in branches. An electronic
CaixaBank sought ticket replaces actually standing in
customers' input in line by notifying customers when their
every step. turn is near.
derstand customer preferences, CaixaBank also de- In the more distant future and de-
thereby increasing the value of each veloped two wear- pending on privacy concerns a strong
customer interaction. able technologies: link could eventually form between
an app for Google personal identification and payment
3. Connected- Provide a seamless ex- Glass that locates technology. "Smart cards" (similar to
perience (one interaction leading to branch offices and converts curren- EMV cards) which store both personal
another without interruption) across cies and Boisa Abierta, a native appli- and financial information could ap-
channels and devices so customers cation for Sony's Smartwatch that pear in the more immediate future,
will feel positive about their digital monitors the performance of stocks. where one card alone can hold impor-
experience with their respective tant medical, identity, and payment
banks. DenizBank's (Turkey) fastPay Mobile information in a digital format. Pay-
Wallet enables users (including non- ment identification technologies such
4. Relevance- Deliver improved ser- customers) to transfer money be- as fingerprint scanners have been
vice to customers by developing digi- tween mobile phones, withdraw cash used in retail trial runs and may even-
tal applications that recognize con- from ATMs without a card and make tually be among the most secure
textual signals and engage customers purchases in stores. methods for authorizing payments
accordingly. For instance, the bank's both online and offline.
locator application on a customer's FastPay Mobile Wallet with its Social
mobile device should recognize that Customer Care Program monitors 16 The next wave of innovation in chan-
he is abroad and provide information social media networks round the clock nel banking is one that brings to-
on the nearest ATM machines. and responds to customers within an gether social media, mobile, and
hour of them mentioning or posting a cloud technologies and is not limited
5. Available- Deepen the relationship hashtag about the bank. to improving the existing channels in
with customers by giving them access isolation. It's more to do with the con-
to virtual relationship managers and DenizBank also created Smart Cross vergence of physical branches and vir-
other digital tools and services across Platforms "inter-Dashboard," a plat- tual channels to create a seamless,
all channels and devices. form using data mining to predict why more secure and cohesive customer
customers are calling or visiting experience.
CaixaBank, Spain launched Online and branches, helping to inform employ-
Multi-device Service for Bill Payment ees whether to prepare for routine Banks and financial services organiza-
as response to customers asking for transactions or sales pitches. tions need to renew their focus on the
improvements in paying bills through following to revolutionize and trans-
their bank accounts. The service Tatra banka's (Slovakia) Voice Biomet- form multi-channel banking.
warns customers about incoming bills rics reduces authentication and verifi-
cation of customers calling into the A. Pre Login Experience
contact center from 90 to 30 second.
The service uses voice samples to iden- B. Frictionless Banking
tify customers, replacing payment
cards and other forms of verification. C. Digital Customer Service
D. Post-login Experience
48 | 2015 | AUGUST | BANKING FINANCE
