August 2020 Issue

August 2020 Issue

The pandemic has put certain critical aspects of the banking universe in the spotlight, including that of customer experience – a vital factor during extreme times. Imperative therefore to re-visit how customers’ digital experiences can be made frictionless during an exceptionally difficult phase.

Ciao Dear Cheque! By when will the brave survivor of the digital era depart?

Ciao Dear Cheque! By when will the brave survivor of the digital era depart?

Cut to the beginning of the last decade when the cheque began going through an existential crisis. With digital payments rapidly creating a cashless economy, the cheque has begun heading for the exit door. But there are vast populations that still rely on cheques for transferring funds, so a complete shift to a cashless / paperless economy & society is still a little away.

What Stops Banks From Creating ‘Segment of 1’ Personalized Experiences?

What Stops Banks From Creating ‘Segment of 1’ Personalized Experiences?

Trust, in-person interactions, reasonably good response levels, absence of alternative options – were some of the reasons that brought people to banks before the era of digital and banking domain monopsony. The strategy worked well and it helped create predictable growth and profitability – until the level playing field tilted.

The friendly, neighbourhood bank branch: Will it be around eventually?

The friendly, neighbourhood bank branch: Will it be around eventually?

“Will the bank branch survive?” has been a decade long (if not more) topic of debate. Physical branch networks worldwide are being impacted by the shift to digital transactions. However, there has also been rising customer expectations for better in-person experiences at branches shaped by other retail experiences.

Dealing with Digital Friction in Uncertain Times

Dealing with Digital Friction in Uncertain Times

The pandemic has been having a mammoth socio-economic impact on almost every conceivable aspect and the banking sector too has not been immune. The crisis has put certain critical aspects of the banking universe in the spotlight, including that of customer experience – a vital factor during extreme times.

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