Creating a positive customer banking experience across a number of touch points
Creating a positive customer banking experience across a number of touch points
Technology can provide a more efficient and cost-effective means to deliver banking services but it should be primarily employed to enhance the customer experience. Increasingly people will communicate through their devices, but they expect a human interaction from social media and in branches.
The future is multi-channel – it is in understanding how all the customer channels work together that is key to the future customer experience and perception of each bank’s brand. The retail outlet is a key component of this.
“FDP demonstrated genuine expertise and creativity, successfully translating our strategic objectives to deliver a new brand and a network of new branches and e-banking kiosks. ”
Jamal Hijres, Assistant General Manager BBK
FDP develop and design physical and digital delivery channels that enable banks to offer an omnichannel experience within branch. With our knowledge of retail banking trends across the globe we develop concepts that encompass best practice and the latest technological innovation, all designed to deliver retail strategies.
We consider digital and physical platforms as part of the same offer, where the branch environment is focused on ensuring cost-effective service delivery and supporting alternative channels. Our innovative digital strategies and platforms drive customer engagement, build the brand and ensure that their network is positioned for the future.
The bank branch remains an important service channel despite the shift of customers to online banking and the growth of the cashless society. Freed from its traditional transactional purpose the new digital branch can become a customer centric and consultative experience.
New technology is challenging how banks deliver services across retail networks and allowing them to target customer needs in specific locations. Many factors are fuelling opportunities for branches such as the automation of transactions and improved customer facing technology that is allowing branches to become smaller.
FDP develop and design physical and digital delivery channels that enable banks to offer an omnichannel experience within branch. Our environments create customer experiences that promote our clients’ brands and businesses. Our knowledge of retail banking trends across the globe helps us develop concepts that encompass best practice and the latest technological innovation, all designed to deliver retail strategies.
We consider digital and physical platforms as part of the same offer, where the branch environment is focused on ensuring cost-effective service delivery and supporting alternative channels. We work with banks to develop innovative digital strategies and platforms which drive customer engagement, build the brand and ensure that their network is positioned for the future.
To develop, manage and maintain digital applications that deliver excellent user experience and counter their disruptive rivals banks are being forced to do things differently. This has included attracting a new kind of digitally skilled employee and providing similar working environments to those found in the tech startup industries. Banks are responding in different ways from creating their own in-house UX lab workplaces to partnering with established incubators like Entrepreneurial Spark and tech coworking campuses like RocketSpace.
Branches also need to be treated in the same way as an app – a flexible platform that can be improved over time!
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