handling an increasing variety of digital channels in your customer’s experience company...
DESCRIPTION
Presented by Sean Gilchrist, Managing Director - Digital Banking at Barclays UK Retail & Business Banking For the complete presentation, see http://bit.ly/N2lk3S. Alternatively, please visit http://www.customerexperiencefinance.com/share.TRANSCRIPT
Handling an increasing variety of digital channels in your customer’s experience
Company Confidential – September 2011
Sean GilchristManaging Director - Digital Banking Barclays UK Retail & Business Banking
Agenda
2
Four big impactsFour big impacts
Consumer, Technology, Business trends…Consumer, Technology, Business trends…
How do we make sense of this all...How do we make sense of this all...
Our Mobile bank…Our Mobile bank…
What results have seen…What results have seen…
ConclusionsConclusions
Four Big Impacts
3
DeviceDevice
Constantly connectedConstantly connected
BandwidthBandwidth
ContentContent
Consumer trends…
Speed of adoption and interconnectivity is increasing
Speed of adoption and interconnectivity is increasing
The information playing field is being levelled The information playing field is being levelled
Relevance filtering is growing Relevance filtering is growing
Niche aggregation is growing Niche aggregation is growing
Micropublished self- expression is blossoming
Micropublished self- expression is blossoming
The "prosumer" and online commerce continues to rise
The "prosumer" and online commerce continues to rise
It's on-demand everything, everywhere It's on-demand everything, everywhere
Digitally empowered consumers can be selective with brands
Digitally empowered consumers can be selective with brands