A packed room greeted last Friday’s “Banking & Insurance: New customer experiences and digital transformation” event.
“Connected banking” is a tangible reality. During this session, SQLI presented a connected bank branch experience in 5 demonstrations of new customer interactions through iBeacon terminals. These demonstrations which are still accessible by request!
As we have seen, user experience and innovation are the driving forces behind the corporate range. Sales of iPads represent 90% of the business tablet market, with a simple and strong premise: technology defers completely to a “self-evident” user experience.
Laurent Cornu, Financial Services senior advisor at SQLI, emphasizes that financial services have a lower customer satisfaction rate than other sectors. There are three angles to remedy this:
- Reduce the attrition rate with appropriate after-sales service. Banks can develop their ability to seduce by offering support in the digital transformation of SMEs: initialisation of their e-commerce presence, implementation of forums for the co-creation of products, and the multiplication of value-added services.
- Industrialise the business: To deal with cross-channel customer journeys, companies need genuine digital governance. The aim is to set up an organization, processes and methods for precise targeting, to react in time, anticipate, and gain digital maturity so that it becomes part of corporate culture in its own right. Digital governance is also the ability for banks and insurance companies to make the customer’s voice the focus of their organization, through “use laboratories”. The challenge is to help assess the use value of applications developed in order to rationalise their range of application.
- Rethink business: Augmented banking, connected objects, digital marketing to promote customer loyalty (loyalty 3.0), all these are innovative methods and angles that should be used to set up an enhanced customer experience with new ground-breaking services.
Benjamin Thomas, innovation consultant at WAX Interactive introduced us to the Augmented Banking concept. The principle: transactional data is so meaningful to the consumer, and more generally to the individual, that it is an infinite pool of information. Banks are the most legitimate players to become an interactive referencing platform at the heart of the digital life. The stakes are huge. The aim is to combine the trusted third party remit on personal data with the trusted third party remit on banking data.
LSF Loyalty, specialising in loyalty mechanisms, which recently joined WAX Interactive, presented the Banque Populaire project: 3D augmented reality on bank cards.
Not just 3D, but video embedded in augmented reality.
Supported by a complete cross-channel mechanism, the operation launched with NRJ on a targeted young audience sparked considerable enthusiasm and went viral in a big way.
fans were added to Banque Populaire’s Facebook page in 1 year!
A genuine promotional and commitment vehicle (read the success story on the LSF Loyalty website).
Finally, digital transformation has been illustrated through the example of deployment at Axa France of vendor tablets (life insurance products). Previously, the computerisation of sales was not satisfactory: excessively long PC boot time, too many applications, low take-up by salespeople, it was time to react.
Focused on iPad, the sales process has now become a side-by-side relationship, with video, sales aids and integrated simulators.
Sales appointments have become conclusive with immediate initiation of the contract process (CRM consulting, contract issue, photo taken of the ID card and electronic signature).
With this iNov project, AXA achieved massive approval from its users, allowing real improvement of the transformation rate and considerable upgrading of the advisor’s role and of customer relations.
Watch the video:
Digital banking has only just begun!