Special Encore Presentation: When technology becomes more human, does a human provide a differentiated experience?
Breaking Banks
English - July 04, 2013 07:00 - 56 minutes - 4.51 MB - ★★★★★ - 263 ratingsBusiness News Business News business entrepreneurship finance health marketing fitness interview culture Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
When we think of technology in banking we often think of 40 year old legacy mainframe systems and clunky IVR menu trees (Press 1 for banking, 2 for credit cards, etc) that are complex, unwieldy and don't exactly provide a great customer experience in comparison with sitting in front of a smiling human in a branch location. However, with the advent of technology like Siri, the baby-proof usability of iPad and the ever growing suite of apps, voice biometrics that can tell who you are when you ring your bank's call centre, etc the gap between a seamless digital experience and a great face-to-face experience is shrinking.
In this week's BREAKING BANK$ show we talk to Sutherland Global, Nuance, Kony and others who are leading the mobile, voice self-service technology platform boom and explore how automation, usability and new technologies are creating a service layer that might one day replace that human sitting in a physical space.