How to Cater to the Human Element of Banking

 

During the pandemic, customers found it critical to adopt online banking solutions. As a result, innovations accelerated in the banking industry.

Now, technology is drivingnew trends in digital banking behaviors from customers who expect their online experience to match their in-branch experience.

So, how do banks and credit unions maintain the human element in theironline banking experiences and turn a business feature into a differentiator? Nick Barnes, Practice Director for Financial Services at JRNI, and Thomas Novak, Vice President and Chief Digital Officer for Visions Federal Credit Union, provided some insights.

“First and foremost, banks need to consider the emotional impact of their engagements with customers,” Barnes said. “From a digital standpoint, consumers demand more today than just speed and ease-of-access. They want to feel good about their interactions with technology, which requires an element of human connection. Banks can deliver meaningful, powerful, personalized experiences by using their existing data and everyday customer touchpoints.”

One keyword that Novak said Visions Federal Credit Union focuses on is empathy. “It all starts for us with the North Star, which is how do we put digital-first experiences out there for our members so that we can empower them towards financial independence? That’s how we’re going to blend the human and the digital aspect.”

Another critical focus for Novak and Visions is blending the digital and physical sides of banking seamlessly to make it intuitive for their members. No matter how they choose to do their banking, it’s an easy process. “Taking that approach to really think through how a member might go through a particular journey is central to that empathy and helps us build digital experiences that enable the fostering of empathy and improving the member experience.”

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

unified data
Breaking Down Silos with Unified Data: Enhancing IT-OT Collaboration and Workplace Security
November 7, 2024

As organizations navigate the complexities of hybrid work models, the integration of Information Technology (IT) and Operational Technology (OT) has become pivotal. Eptura’s 2024 Workplace Index Report highlights that businesses are increasingly investing in data analytics, integrated workplace solutions, and collaboration software to enhance operational efficiency and employee experience. This trend underscores the critical need…

Read More
Cutting-edge tracking tech
Lamar IoT’s Cutting-Edge Tracking Tech Prevents Drugs & High-End Food Products from Perishing
November 7, 2024

As global supply chains grow more complex, the need for precise tracking and quality control is critical. Traditional tracking systems often fall short, merely pinpointing the location without monitoring essential conditions like temperature or humidity. But for industries moving sensitive items—like high-value medicines and perishable foods—real-time insights into the condition of goods are essential…

Read More
immersive
Cosm’s Visionary Approach to Evolving Entertainment Through Immersive Experiences
November 7, 2024

The entertainment landscape is experiencing a profound shift, with immersive experiences leading the way. Advancements in technology and changing audience expectations are transforming how people engage with content. A Deloitte survey found that 58% of sports fans attending live events desire the same in-depth statistics, analysis, and replays available when watching from home, underscoring…

Read More
creative expression
From First Drafts to Final Cuts: Embracing Creative Expression and Grit on the Path to Success
November 7, 2024

Creative expression is more than a trending concept; it fosters the resilience needed to navigate the unpredictable paths of success. The idea of ‘failing fast’ and learning from trial and error is essential. In a culture where instant gratification is prevalent, the research underscores the value of persistent effort. Studies show that individuals with…

Read More