Banking on the go — digital and yet customer-focused

The industry has changed in the last decade more than in the 100 years prior. A main feature of digitalisation in the finance industry is the loss of personal relationship between customers and their financial institutions. It becomes much more difficult to be a relationship banker when customers interact exclusively via a digital platform.

Previously typical customer touchpoints, such as branch visits and regular appointments with a personal bank advisor, are now a thing of the past. Small, regional branches are disappearing, and the ratio of staff to customers is dwindling. Fintechs are conquering the market. How do you do business in this competitive environment with an economic cost-benefit ratio?

Nowadays, financial institutions need a hybrid customer relations concept, ensuring that all the touchpoints preferred by customers or new customers are available. In doing so, they must create a balance between personal and digital contact.