Consumer Banking Digital Banking and FinTech should involve AI and UX Personalization

1. 1. Personalization-make it more emotional, find out customer’s passions through research, interviews/surveys and
social chatter (e.g. other bank complaints)
2. Transparency
3. Self-service-create an experience that customers genuinely want, find valuable and are excited about in a way that
customers control
4. Mobile first-repurpose web UI/UX for mobile but prioritize by most common actions
5. Simplicity-easy to navigate for the most common actions e.g. balances, bills, points…
6. Aesthetic-look clean but serves the needs of the customer
7. Holistic-the big picture of banking service workflow, display marketing, human psychology, technology, digital platforms, etc.
Digital Banking “Must Haves”
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2. Emerging Digital Banking Trends
1. Blockchain-Secure exchange of user data via blockchain, automated scoring using big data and social networks, as well
as the banking AI predictive analytics, ​​will allow to generate a personalized proposal even before the user requests it
2. Gamification – Make it fun!
a) “By going paperless you saved 20 trees and earned the We Care badge”
3. Nudge theory
a) AI makes it possible for banks to deliver 'nudges' that are tailored to each person and delivered in the right
context and time. Using AI to analyze customer transactions, behavior and needs - banks can present
personalized real-time insights that make it easy for customers to make better day-to-day financial decisions -
transforming customer interactions from transactional to highly-engaged, trust-based relationships.
(personetics.com)
4. Robo-advising
a) AI as a Personal Financial Assistant
b) Chatbots
5. Voice processing
6. Biometrics
7. Social integration
8. Personalization
a) Anticipating Service
9. Big data
10. Open API and clouds
a) Bank-As-A-Platform (BaaP)
Strategic Consulting Management