Mobile Banking Breathes New Life into Call Centers

From American Banker –

“The life of a bank call center agent is rapidly changing.

Where once agents mainly answered customers’ routine questions over the telephone, today they are addressing a wider range of technical queries through a growing number of media.

There is live chat on mobile apps and websites. There are Skype-like experiences on ATMs. And in some foreign countries, there are mobile banking apps with video-chat capabilities. There is two-way texting, and of course, there is responding to consumers’ tweets and Facebook requests.”

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Warning to Banking Industry: Innovate or Die

From The Financial Brand –

“The banking industry is increasingly competitive, with product development, delivery and consumer engagement all being driven by the need for a more mobile, social and data driven experience. To this end, banking innovation needs to focus on creating a customer-centric business model and an infrastructure that is seamless to the customer.”

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Financial Marketer’s Guide to The Top 5 Social Media Platforms

From The Financial Brand –
“According to Marketo, financial service firms saw a 31% year-over-year growth in social media marketing, financial institutions still lag behind other major industries in effectively engaging along the most popular channels. Financial marketers must overcome significant challenges in order to connect with consumers on social media networks, balancing the unique requirements of the financial industry with today’s social media best practices. In fact, according to a recent study by Carlisle & Gallagher Consulting Group, a whopping 87% of consumers find banks’ use of social media to be annoying, boring or unhelpful.”

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Obama’s security summit “snubbed” by tech leaders

From Payment Eye -
"Apple appears to be one of the few companies willing to play ball with the US government’s proposed surveillance and security rules, with CEOs of Facebook, Microsoft and Google conspicuously absent from an Obama-led industry event.

Revelations by ex-NSA whistleblower Edward Snowden that the US gathers intelligence from social networks, e-commerce systems and other websites not caused an international outcry over consumer privacy.

Rather than scale back surveillance, the Obama administration is insisting that companies and websites that routinely collect customer data or facilitate communications and transactions between individuals will have to make this information available to the NSA. Plans announced at the summit show that the government is reluctant to tell companies how this data will be stored or used, making it a hard sell to their customers."

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Finance and Risk Converge In Creating the 'Everyday Bank'

From Forbes –

“Financial services institutions, notably banking, capital markets and insurance firms, are rapidly evolving in response to the explosive growth in digital technologies – particularly those related to analytics, cloud computing, social media and mobility. These innovations can help firms establish a more strategic market position, one that responds to customers’ expectations for online, always-available products and services.”

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