National banking industry now beginning to focus on serving customers. Understandably, increasingly changing consumer behavior by using a variety of advanced technological devices. 2016, the bank was expected to be able to provide services using more advanced technology.
Increasingly sophisticated banking technology
“I see the year 2016 will be a combination. Customers will increasingly sophisticated. So, the bank now has switched from being product centric to consumer-centric, “said Hendra Godjali, Senior Director of Accenture.
He said the banking industry or financial services have started to pay attention to customer service. It can be seen from many things, for example, the rise of credit card offers.
However, service to customers, said Hendra, should be more advanced because consumers are already familiar with high-tech devices, such as tablets. Plus, the youth population is increasing. Currently, about 35 percent of the consumer population is under 50 years old. The next five years, the 50-year could be shifted to 17-18 years. That is, consumers are increasingly hungry for technology.
“If banks do not penetrate it, means it can be left behind,” he said. However, he continued, is not easy to deal with banking trends in 2016. There are a number of challenges that must be faced by industry participants. First, the challenges of the retail banking side. “This challenge covers several areas, the first is customer trust and engagement of the customer is less significant today,” he continued.
The second challenge in terms of consumer-oriented retail banking is still to hold cash. Then, the third the banking products still are product base. That is, the differences in products and services from one bank to the other not so obvious.
He continued, in addition to the challenges in the retail banking, banks also have to face the changes in consumer behavior are now increasingly attached to technology. The use of the Internet and social media more rampant. “(So) how it will be attached together well with the concept of branchless banking or less branch,” said Hendra.
The third challenge is the availability of technology. Third thing, he said, must be combined to produce a next generation branch. Foundation necessary to make it happen, for example, needs a simple multi-channel integration. The point is how the banking institutions understand consumers better.
After that, Hendra continued, banks need to think how to step into the future. Related to this, there are three trends that should be seen by the bank. Firstly, multi-channel intelligence branch, the bank should be able to take advantage of Big Data. Second, banks must be able to capture customers through social networks, such as social media. Finally, he said, “Being relevant to the ecosystem both financial and non-financial.”