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
Blink Charging @2023 Advanced Clean Transportation Expo
The 2023 Advanced Clean Transportation (ACT) Expo attracted over 12,000 visitors, 2,700+ fleet operators, 275+ sponsors, exhibitors and industry partners, 200+ speakers, and featured over 145+ advanced vehicles on display. And, it presented the perfect opportunity to ask leaders in commercial transportation: Advanced clean transportation within commercial transportation, are we there yet? In this episode […]
The Indispensable Role of Team Structure in the Modern Workplace
In today’s fast-paced and highly competitive business environment, teamwork has become more critical than ever before. A well-structured team can effectively harness the diverse skills and expertise of its members to achieve remarkable outcomes. From startups to multinational corporations, organizations that prioritize a strong team structure reap numerous benefits, including enhanced productivity, increased innovation, and […]
Czinger Vehicles & Divergent 3D: The Next Generation Of Automotive Manufacturing
Catching up with Czinger Vehicles to ask the Are We There Yet? video podcast series question wasn’t easy as their 21C model will do 0 -60 in 1.9 seconds, can hit over 250 mph, and now holds records at both Laguna Seca and Circuit of the Americas. And maybe I didn’t need to ask them […]