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Personalised advice should be offered to clients via smartphones. More than 65% of
customers would like personalised financial advice and the option of chatting to an
adviser. Current digital banking apps should be updated and offer customers a seamless
multi-channel experience.
Personalisation combined with the existing trust customers have with their bank, can be
leveraged to help clients adopt new services. 76% would use loyalty programmes with
their bank, 63% would like personalised investment advice.
Customers would welcome an all-in-one digital service from their banks. 68% say they
would like all their payment tools to be gathered in one place and want real-time
money transfers. 61% reported wanting instalment payment options while, 58% said
they would like to replace their bank card with an app.
They would also like their bank to help with administrative expenses (69%), and 52% would
like to be offered insurance, cloud, real estate and crypto investment, phone contract
and travel guidance, or even get advice on their carbon footprint or the environment,
particularly in Africa (84%).
How are banks perceived?
Banks have ready access to the kind of financial information that
would enable them to provide faster and more personalised support
for the purchase of big-ticket items that often require financing, such
as homes or cars. For these types of services, banks could be well
positioned to own the full customer journey, including the browsing
experience and the transaction. This increase in usage of personal
data is driving a need for enhanced cyber security at every stage
of the process (data gathering, processing, offerings), underlining the
conclusions of our recent cyber security report.
Banks need to improve support to older clients and those with
disabilities, offering them products and services that are adapted to
their needs, in addition to boosting all customers' digital experience,
with innovations such as user-friendly authentication.
Takeaway for banks
05_ Personalised client relations
