We think the multi-channel world can be visualised in the following perspective:
- Customer-owned Channels: PC, Mobile, and Touch Pad devices that are owned and operated by the customer, and over which a financial service provider has almost no control.
- Remote-access Channels: Contact centers, Virtual Branches, & Remote services Kiosks, where hardware and software is organization-controlled, but the in-person human element is missing.
- On-premise Channels: This includes internal systems & tools that empower and enable the organization’s staff as well as in-branch self-serve touch-points that customers use.
Clearly all these channels involve very different media, present very different usage scenarios and require extremely cohesive thinking in order to provide consistent, meaningful and high-quality services.
In such a world, CIOs & Financial technology owners can leverage User-Centered Design Thinking at many levels. For example, they can ask themselves:
How can the Customer Touch Points they operate…
- Deliver services in consistent and easy-to-use ways?
- Make meaning, create context and ensure repeat engagement with deep personalization?
- Persuade the customer to notice, choose and consume new offerings?
How can their IT Systems for Staff & Affiliates…
- Enable delivery of thoughtful, personalized services to their end customers?
- Help get routine tasks done with speed and great accuracy?
- Make work more satisfying, by absorbing the intuitive capabilities workers already access on their own devices.
As growth partners to business owners, how can they…
- Significantly improve margins of services delivered over existing infrastructure?
- Help Managers drive higher adoption rates of new offerings?
- Provide Leadership teams with a real-time, interactive, actionable picture of the business— onsite and on the go?