In a world where technology is rapidly evolving customers now expect a personalized service, anytime, anyplace, anywhere. In the world of retail banking where branches and face to face contact has been the norm for years the impact is huge. The future of expensive branch networks are now under severe scrutiny as technology is enabling customers to deal conveniently with their bank “at a distance”.

How should banks adapt? Banks have enjoyed long term relationships with customers for years frequently reinforced by face to face contact. Mobile, in particular, is changing the balance of channel use and customer preference. However technology advancements are not unique to banking they exist across all industries, across all continents and across all age groups and all social strata. What, if anything, can banks learn from other industries that will assist their future performance?

Content:

• This program puts into context how technology advancements across the world are shaping the future direction for retail banks and their customers
• There are major tides of change shaping the future behaviors and requirements of customers
• Industries such as retail are leading the world of change in the eyes of the customers – this program will share some of the technology innovations impacting the lives of customers and by implication requiring attention of banks
• New distribution channels such as the internet, mobile and social media have created a challenging environment for branch profitability – how do banks respond?
• This program will explain the conflict between traditional branch network banking and the new electronic channels
• Mobile technology along with the arrival of the tablet has changed customer behavior – banks have to adapt – how should this be done?
• What impact will digital have on usage/loyalty?
• The program will help attendees get a feel for the required balance between the channels and understand how these new channels can be harnessed for profitable growth and expansion
• How do you develop profitable growth from remote channels when you don’t see the customer face to face?
• Where do you focus marketing activity in such a diverse distribution environment?
• How should marketing change – what are the options to deliver the necessary return on expenditure?
• Digital banking – the future for which segments?Where should a bank focus its activity to maximize usage, loyalty and profitability?
• What is the impact of mobile money? Is it a game changer? Who are the leaders? – Why are they successful?
• Social media – enabled by the power of technology – changing customer behavior especially for the younger segments; how can you harness this change for acquisition, improved retention and growth?
• This program will give attendees a sound base of understanding of the changes, the impacts of digital banking and what it means for customers, staff and performance.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.