The impact of digital technologies on customer satisfaction became apparent in the most recent JD Power Customer Satisfaction survey, where the largest and most digitally-focused banks scored highest in online, mobile and ATM satisfaction. These digital ratings allowed the six largest banks (Bank of America, Citigroup, JPMorgan Chase, PNC Financial, U.S. Bancorp and Wells Fargo) to take the lead in overall customer satisfaction for the first time ever.
But becoming a ‘digital bank’ goes well beyond just what meets the customer’s eyes and fingers. To deliver the experience expected, a banking organization must leverage big data, new technologies, advanced analytics, a 360-degree view of the customer and personalized engagement. “It isn’t enough for banks to woo customers with nice-looking apps concealing patched-together systems. For innovation to translate into customer satisfaction, banks need to master the bare necessities,” says Ben Robinson, Chief Marketing Officer of Temenos.
For more on this story visit the following link: Being a ‘Digital Bank’ Goes Beyond a Pretty App
Source: The Financial Brand