According to FIS Global's 2018 PACE (Performance Against Customer Expectations) Report, 43% of SME banking transactions in the UK are completed digitally, and 60% of SMEs increased their use of digital transactions in the past year. In the US, the same report shows that 42% of SMEs use their mobile banking app (online and/or mobile) more than a year prior, but interestingly, far fewer small businesses are planning to jump ship, with 8 out of 10 SMEs satisfied with their banking provider.
UBIQUIBOTS: IA PARA BANCOS (English Version)
Los bots (y los artículos sobre bots, ¡oops!) están en todas partes.
De hecho, muy pocos conceptos se han popularizado tan rápido, especialmente teniendo en cuenta que la idea de una interfaz de usuario conversacional ha estado con nosotros durante mucho tiempo en varios formatos y bajo diferentes denominaciones. Parece una jungla, pero todos los robots básicamente están haciendo lo mismo: agregar capacidades de conversación a preguntas frecuentes y búsquedas.
Puede leer una buena evolución de esta tendencia aquí y aquí. Personalmente, tuve el placer de trabajar para dos compañías que desarrollaron su propia asistente virtual (básicamente un chatbot con una cara bonita). Puede que recuerdes a Anna, la robo-asistente de IKEA, que es una de las bases de datos de chatbot mejor integradas, aunque ahora se ha desvanecido un poco sin que haya transformado significativamente nuestras vidas.
Entonces, ¿podría ser diferente ahora que los mundos de los bots y la banca se están uniendo?
In the 1960s, Stanford University conducted the so-called Marshmallow Experiment, a study conducted by Professor Walter Mischel in which a child was offered the choice of being able to eat a single marshmallow now, or if they waited 15 minutes, two. As you can imagine, some children resisted whilst others went for instant indulgence, eating the marshmallow right away.
This experiment shed unexpected light on people’s nature, their motivations, including their financial decision-making.
Good impulse control turned out to be a predictor of success and fulfillment of long-term goals. In other words, we can choose to have something now, or we can choose to have something bigger and better at a later time in life - by saving.
This blog post is inspired by one of the Top 10 books every FinTech professional should read- “Dollars and Sense” by Daniel Ariely and Jeff Kreisler.
Understanding the rationale behind financial decision-making has long been a challenge. Money touches every part of our modern consumer life, from family budgets to national politics, from shopping lists to saving accounts. And there is more and more to think about every day, as the financial world becomes more advanced. The truth is, making bad money decisions is the hallmark of humanity.
You never get a second chance to make a good first impression.
In digital banking, onboarding is the most direct way to illustrate to users the type of customer experience that can be expected at your bank.
The reality is that soon the days of driving to the bank, waiting in a long line, speaking with assistants and signing long paper contracts will be a thing of a past. This is thanks to a combination of millennials taking control and demanding better mobile banking and new mobile-only banks creating a frictionless onboarding journey.
Digital disruption is real, and banks are slowly but surely re-inventing themselves. However, for banks, the challenge comes from the speed at which change is occurring in the banking sector. Digital transactions are on the rise, not only in terms of numbers but also value, and there is a great opportunity for banks to monetize on transactional data to derive valuable insights about their customers and ultimately cross-sell and upsell. It also provides banks with the opportunity to link their retail banking customers with their SME banking customers to create a win-win situation for all segments, and add new revenue streams for the bank in the process.