{"id":633207,"date":"2022-10-12T10:49:47","date_gmt":"2022-10-12T08:49:47","guid":{"rendered":"https:\/\/businesstech.co.za\/news\/?p=633207"},"modified":"2022-10-12T14:26:43","modified_gmt":"2022-10-12T12:26:43","slug":"three-ways-to-humanise-the-digital-banking-experience","status":"publish","type":"post","link":"https:\/\/businesstech.co.za\/news\/industry-news\/633207\/three-ways-to-humanise-the-digital-banking-experience\/","title":{"rendered":"Three ways to humanise the digital banking experience"},"content":{"rendered":"<p>The digital banking experience is more important than ever before.<\/p>\n<p>It now helps financial institutions create a personal bond with their customers \u2014 and the better this experience is \u2014 the more likely people are to become repeat users.<\/p>\n<p><a href=\"https:\/\/hbr.org\/2015\/11\/the-new-science-of-customer-emotions?referral=03758&amp;cm_vc=rr_item_page.top_right\" target=\"_blank\" rel=\"noopener\"><strong>A study by Harvard Business Review<\/strong><\/a> found that after a major bank introduced a credit card designed to inspire an emotional connection with millennials, its millennial user base grew by 70%.<\/p>\n<p>This shows that banks need to move away from purely transactional digital apps and focus on building a digital experience that connects with customers on an emotional level.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.temenos.com\/making-digital-banking-human-in-90-seconds\/?utm_source=magazine&amp;utm_medium=print&amp;utm_campaign=mea-businesstech-article-oct-q4-2022&amp;utm_content=video&amp;utm_term=7016m00000272nvqay\" target=\"_blank\" rel=\"noopener\"><strong>Click here to learn more about Temenos.<\/strong><\/a><\/li>\n<\/ul>\n<p>Ahmed Khidir, Business Development Manager for Digital Banking, Temenos, provides three tips on how to humanise digital banking, which we summarise below.<\/p>\n<h3 class=\"my-4\">1. Human touch<\/h3>\n<p>There is a strong preference for face-to-face communication and human interaction in today&#8217;s digital world.<\/p>\n<p>One of the ways this can be achieved in the banking sector is by communicating with customers in a way that builds emotional connections\u2014such as through real-life interactions, audio and video communication, and screen sharing.<\/p>\n<p>This will ensure that customers feel valued and are more likely to have an attachment to your bank as a result.<\/p>\n<h3 class=\"my-4\">2. Impressing customers<\/h3>\n<p>Banks can improve their customer experience by adding new features to their apps that are unique and impressive.<\/p>\n<p>For example: Tesla cars have a feature that makes the car \u2018dance\u2019 &#8211; the lights flash along with music, and the doors move, too.<\/p>\n<p>While this feature does not directly influence the owner\u2019s driving experience, it is a unique feature that reinforces customers\u2019 emotional bonds with their car.<\/p>\n<p>The same principle can be applied to banking apps to generate positive emotions and improve engagement with users.<\/p>\n<h3 class=\"my-4\">3. Connect with your customers\u2019 lifestyles<\/h3>\n<p>The third tip from Khidir is for banks to connect with customers\u2019 everyday needs and values.<\/p>\n<p>This helps to build a more intimate relationship with the customer.<\/p>\n<p>Flowe bank chose to work with Temenos, based on this principle, and set up a core banking environment that was environmentally responsible.<\/p>\n<p>Temenos then helped Flowe implement eco-friendly solutions such as debit cards made from recycled wood.<\/p>\n<p>This allowed Flow to better engage with its environmentally-responsible customers by understanding and meeting their values.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.temenos.com\/making-digital-banking-human-in-90-seconds\/?utm_source=magazine&amp;utm_medium=print&amp;utm_campaign=mea-businesstech-article-oct-q4-2022&amp;utm_content=video&amp;utm_term=7016m00000272nvqay\" target=\"_blank\" rel=\"noopener\"><strong>Click here to learn more about Temenos. <\/strong><\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Banks need to focus on building a digital experience that allows them to connect with their customers on an emotional level.<\/p>\n","protected":false},"author":57,"featured_media":633557,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10459],"tags":[14161],"class_list":["post-633207","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-news","tag-temenos"],"_links":{"self":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/633207","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/users\/57"}],"replies":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/comments?post=633207"}],"version-history":[{"count":1,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/633207\/revisions"}],"predecessor-version":[{"id":633213,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/633207\/revisions\/633213"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media\/633557"}],"wp:attachment":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media?parent=633207"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/categories?post=633207"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/tags?post=633207"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}