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Top 10 Retail Banking Trends

Many of these apply across the financial services spectrum. Worth a read.

The Top 10 Retail Banking Trends and Predictions for 2015 are – with my comments:

  1. Using Customer Analytics to Drive Contextual Experiences (most are doing this now but will accelerate with the deployment of marketing automation suites)
  2. Expedited Deployment of Digital Delivery (already done down-under)
  3. Mobile-First Design (for sure, and most banks will abandon their failed efforts in content rich portals and pseudo news efforts)
  4. Increasing Digital and Social Selling (will accelerate with an emphasis on Digital. Social might continue but Facebook and Twitter have to do better at meeting the needs of financial services customers – early efforts were good but they are largely poor at this now).
  5. Mass Market Acceptance of Mobile Payments (we are way past the tipping point down under – the fact the US is so far behind is crazy)
  6. Focus on Security and Authentication (and not a moment too soon)
  7. Industry Consolidation (and more acquisitions of innovators as the big banks continue to go to slow to keep pace with customer expectations)
  8. Enhanced Customer Incentivization (and a doubling down on customer loyalty programs that better use digital to drive interaction patterns)
  9. Investment in Innovation, Incubation and Uncommon Alliances (I’d suggest  tweak here… most retail banks continue to deliver innovation that is a waste of time and money – largely because they are focused on digitising what they do, not what customers want. Few have any focus on the customer’s moments of doubt, desire and disatisfaction – (MODs) – as a result they are continuing to build complex products. Rather than putting customers in control, they are largely confusing them).
  10. Increased Impact of Digital Disruptors (because of the failure in 9., they will have no choice but to accelerate efforts in this area)

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