Banks have long relied on face to face or voice interactions with their customers; these are often easy to measure, analyze and therefore easier to improve upon; digital channels require a new set of tools to measure interactions; today the vast majority of bank customers are using digital channels at least twice a month; there are many new service providers who are supplying specialized software to help banks make the most of their digital channels; this is not just about satisfying customers but also lowering a bank’s operational costs. Source.
Peter Renton is the chairman and co-founder of LendIt Fintech, the world’s first and largest digital media and events company focused on fintech. Peter has been writing about fintech since 2010 and he is the author and creator of the Fintech One-on-One Podcast, the first and longest-running fintech interview series. Peter has been interviewed by the Wall Street Journal, Bloomberg, The New York Times, CNBC, CNN, Fortune, NPR, Fox Business News, the Financial Times, and dozens of other publications.