The author’s assessment of the overarching themes from the Digital Banking Conference, held earlier this week is fair and accurate. Her findings aligned with much of what we’ve been looking at here at Mercator Advisory Group.
Based on the speakers and attendees I talked to, the next level of digital banking will include personalized, real-time advice; streamlined, easy-to-use apps and sites; and being present where the customer is rather than expecting the customer to come to a branch or download an app.
Mercator Advisory Group recognizes the underlying driver in all these efforts is for Financial Institutions to ensure their relevance and value in consumers’ daily lives. While the channels through which they interact with their customers are broadening from technological innovation and the speed at which information is exchanged is approaching real-time in all financial transactions, FIs are increasingly their focus on their core mission, facilitate transactions and keep assets safe. This focus will help maintain their central role in how most American negotiate their daily and long term financial lives.
Overview by Joseph Walent, Associate Director, Customer Interactions Advisory Service at Mercator Advisory Group
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