User Experience Matters
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21 September 2012Bart Narter
Temenos is realizing that customer experience is very important to the banking industry, at least as important as core systems. Given the trend of customers interact with their bank via the Internet or mobile as often as call center or branch, a soup to nuts technology provider needs to provide best in class user experience across all channels. Temenos acquired edge IPK in order to improve their offering in the channels. They've invested in the past creating the ARC solution, and will undoubtedly use edge IPK to enhance that offering. This acquisition is somewhat reminiscent of the acquisition of Chordiant by Pega. Chordiant had bank specific technology to help with user experience across multiple channels. Pega was selling their platform into financial services and wanted to improve the offering with more financial services specific content. Both firms realize that customer experience is becoming more and more important as customers interact directly with the banking technology via a myriad of devices.