Process Mining, digitalisation, Customer Centric, etc. Technology and the new ways to understand the customer’s position are shaking up the banking sector, thus fostering the emergence of new competitors and innovative business models. The law contributes to these changes, by innovating and improving conditions for users. In this context, digital banking is no longer an option but a need and, from VASS, we consider our role is to help customers throughout this transformation. Service customisation and humanisation will be vital, together with the intensive use of data. Besides, we need simpler processes and a commitment to sustainability to live up to our customers’ expectations.
After several years during which the spotlight has been on digitalising customers, now it is necessary to set out strategies that maximise both customer satisfaction and loyalty in the new digital channels.
Banks have to take a stance on the virtuous circle of ongoing improvement. Digitalising corporate processes, identifying bottlenecks, and applying hyperautomation surgical techniques.
The large amount of existing data should be useful for feeding the generation of insights which allow for increasing the sales ratio on the basis of customisation.
Banks must explore new ways to generate revenue, ranging from the incorporation into marketplaces which boost consumer finance with sales by instalments, to the investment based on social responsibility standards.