Latest / Banking Transformed with Jim Marous
Why Easy Banking May Beat Delighting Customers
Financial institutions should make it easy to do business with them their first priority. One community bank got account opening to 2 minutes and 13 seconds and increased conversion rates to almost 70%.
Derek Corcoran spent 25 years working on customer experience in financial services, including time as chief experience officer at Temenos. His new book, Designing for Need, argues that the industry copied its playbook from businesses selling things people enjoy. Banking is something people need to do, and the best version of a need-to-do experience gives the customer their time back. He makes…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.