The new iPad just launched to the usual hype, anticipation and fanfare. Every time a new Apple product comes off the assembly line, it gets put under the biggest magnifying glass imaginable as crowds of onlookers parse the announcement with scholarly intensity, hoping to piece together a picture of what might emerge and what the implications [...]
As the news of Steve Jobs’ resignation rocks the world today, it’s almost like we’re reading his obituary rather than the news that a Fortune 50 CEO has moved on. The impact of Steve’s resignation will be felt hard on Apple’s share price no doubt, and even potentially hit the very fragile US market at [...]
There’s a lot of excitement about Apple’s new iPad. This week it was reported in various news sources that two banks in Australia were releasing an iPad app to capitalize on the iPad fever. Now… you’d normally find one of the first to jump in and hail such an announcement as an indication of real progress in the fight to innovate the retail banking space. But on this occasion, well I’m not jumping…
Is there a role for multi-touch iPad applications to improve customer experience in banking? Well most of our banking these days can be done in the complete absence of a banker… Internet banking and the iPhone have proven that.
There is still a role for the branch for certain types of human interactions that add value for a sales engagement or service opportunity though.
Which of those interactions might be improved by the use of the iPad? I’m not talking about Internet banking. The plethora of iPhone applications for mobile internet banking have already shown that the iPad has suitability as a tool for accessing your accounts, etc when you are on the move. But what about when you are in the bank? Is there a role for the iPad to improve the interaction between the banker and the customer?
The way we consume content has changed, forever. There are still those among us who will go kicking and screaming into irrelevance trying to defend the traditional approach to media, advertising and content distribution. Those companies who adapt, have a bright future. Those who ignore the facts, the trends in changing consumer behavior – will likewise go the way of the dinosaur…
Banks face huge organizational barriers to rapid innovation and in many cases still don’t conceptually appreciate the need for rapid change around customer. It appears that banks know how to run banks, but as they are pushed more to be something more akin to software houses, design houses, and integrators, their organizations are just not built for new priorities.
Is there a solution that still allows banks to be banks, but opens up bank networks, products and services to a broader community who are in a better position to innovate.
Developing point-of-impact opportunities where bank product or services are integrated into customer experience is going to take more than an innovative bank. It’s going to take an open capability, a library of APIs, automated credit risk assessment and straight through processing. Once in place, however, these tools will enable almost unlimited innovation of the customer experience without the constraints of a bank organization chart, channel silos or outdated financial metrics…