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Customers prefer a blend of digital and personal banking interactions

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Customers look for an experience that blends digital and personal banking interactions

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Customers prefer a blend of digital and personal banking interactions

  1. 1. SERVING THE DIGITAL BANKING CUSTOMER Customers prefer a seamless experience that blends digital and personal interactions 54% ATMs 37% mobile62% online NET BANKING 33% branch 20% phone Most customers use digital or automated channels But digital hasn't won the race yet 60% still prefer their purchases through traditional channels v/s 40% who prefer to use online or mobile Why are customers hesitant to move to digital channels? ? Understanding the digital customer Online/mobile In-person Others 24% 28% 52% Purchase new nancial products & services Problem resolution & customer supportOnline/mobile In-person Others 42% 31% 11% 52% 28% 12% 8% Learn about nancial products and services 40% 44% 11% 5% Purchase new nancial products and services 58% 28% 9% 8% Use or access nancial products and services Problem resolution and customer support 31% 42% 22% 4% Online/Mobile Mail/ATM Phone In-Person Channel Preferences for Product Lifecycle Activities What Problems Did You Encounter When Opening the Bank Account Online? 39% I had to go to the branch to sign paperwork and/or show identi cation 30% 22% 21% 21% The process was confusing or did not work The bank had to send me the paperwork to sign before the account was opened I had to call customer service to activate my account The account could not be opened immediately Integrate customer experience across channels Enable a high degree of self-service Enhance online purchase work ows to reduce reliance on physical channels Ensure that the acquisition, conversion, and servicing is seamless Millennials may need more handholding than older, nancially savvy customers Ø Appointment scheduling Ø Queue management Ø Remote export Ø Smart ATM Ø Video teller Ø Remote image capture Ø Automated callback Ø Click to chat Ø Social networking support Branch Innovations ATM Innovations Call Center Innovations Innovation and seamless multi-channel experience can drive loyalty Source:“Serving Digital Banking Customers Through Multiple Channels,” a CEB Insight Brief Commissioned by TCS www.tcs.com @TCS_BPS Source:CEB2015CustomerExperienceSurvey

Customers look for an experience that blends digital and personal banking interactions

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