Bank executives are wondering where the pay-off is. They’ve invested a lot in self-service technologies. But the cost savings and customer enthusiasm that self-service solutions were supposed to deliver haven’t materialized. Unfortunately, for many banks, those benefits never will.
A small group of banking leaders, however, is enjoying a different experience. Like their peers, they are investing in self-service technologies. Unlike their peers, they are achieving their cost-savings goals and strengthening relationships with customers. The difference? Their strategies are built around customer value. And their tactics are focused on customer adoption.