Customers look for an experience that blends digital and personal banking interactions

1. SERVING THE DIGITAL
BANKING CUSTOMER
Customers prefer a seamless experience that blends digital and personal interactions
54% ATMs 37% mobile62% online
NET BANKING
33% branch 20% phone
Most customers use digital or automated channels
But digital hasn't won the race yet
60% still prefer their purchases through
traditional channels
v/s
40% who prefer to use online or mobile
Why are customers hesitant to move to digital channels?
?
Understanding the digital customer
Online/mobile
In-person
Others 24%
28%
52%
Purchase
new nancial
products &
services
Problem
resolution &
customer
supportOnline/mobile
In-person
Others
42%
31%
11%
52%
28%
12%
8%
Learn about nancial
products and services
40% 44%
11%
5%
Purchase new nancial
products and services
58%
28%
9%
8%
Use or access nancial
products and services
Problem resolution and
customer support
31%
42%
22%
4%
Online/Mobile Mail/ATM Phone In-Person
Channel Preferences for Product Lifecycle Activities
What Problems
Did You Encounter
When Opening the
Bank Account
Online?
39%
I had to go to the branch to sign paperwork
and/or show identi cation
30%
22%
21%
21%
The process was confusing or did not work
The bank had to send me the paperwork to sign
before the account was opened
I had to call customer service to activate my account
The account could not be opened immediately
Integrate customer experience across channels
Enable a high degree of self-service
Enhance online purchase work ows to reduce
reliance on physical channels
Ensure that the acquisition, conversion, and
servicing is seamless
Millennials may need more handholding than older,
nancially savvy customers
Ø Appointment
scheduling
Ø Queue management
Ø Remote export
Ø Smart ATM
Ø Video teller
Ø Remote image
capture
Ø Automated callback
Ø Click to chat
Ø Social networking
support
Branch
Innovations
ATM
Innovations
Call Center
Innovations
Innovation and seamless multi-channel experience can drive loyalty
Source:“Serving Digital Banking Customers Through Multiple Channels,”
a CEB Insight Brief Commissioned by TCS
www.tcs.com @TCS_BPS
Source:CEB2015CustomerExperienceSurvey