Author: Grace Durie
Every financial services provider’s aspiration
I have memories of being a small child standing in front of the pick ‘n’ mix counter. All the sweets and chocolate lined up in front of me were bright, tempting and exciting… as a result I never knew what to choose. This feeling that came crashing back over me when I found myself searching for a new piece of smart technology… I was again presented with rows of smartphones, tablets, phablets and now even a smart watch or two; all available from an array of suppliers, from Samsung to HTC, Apple to Microsoft.
It felt like being in Willy Wonka’s digital sweetie factory and I was there because of one little phrase: Omni-channel.
Omni-channel, every financial services provider’s aspiration, a word that has taken over from multi-channel as the benchmark for a providers digital capabilities and credentials. Consumer demand for smart tech has never been higher and the pressure on financial services providers to keep up and cover all the available digital channels is ever increasing and with the rate at which new technologies are being developed, that is no easy feat.
I like to think that in light of the recent account switching rules, my own provider has just upped their game bringing out a beautiful, intuitive, multi-featured app for its customers. This revelation led me to think, what other platforms could I use this on? Should I allow myself to be limited by only using the smartphone that has been my anchor since embarking on my digital journey? Or would a new channel help me to expand the breadth of my digital knowledge?
But first, which? Which of the shiny, enticing, technological pick ‘n’ mix do I take off the shelf in order to begin my transition from single channel banking consumer to Omni-channel banking consumer?
The choice I settled on was not an easy one, each new product promised a plethora of innovative functions designed to entice prospective buyers and what’s more I can use my banking app in some form or another on all of them.
So after much deliberation I picked a device whose popularity is rapidly growing amongst those who use digital devices for financial services activity: the tablet.
So I am left wondering if I picked the right digital hand candy, if my banking app would be noticeably different on this new technology and will it be as useful and life changing as it initially appears?
But most importantly does this step towards Omni-channel mark the transition of the financial services industry into a bright new future? I’d say it is a promise of great things to come, so could it be that this digital pick ‘n’ mix is one of the best things to happen to the financial services industry in recent times?