From the Senior Vice President
A busy conference season is drawing to a close, and most of us here at Celent are putting our roll-aboards into the attic for the summer and hunkering down with our laptops. We'll digest what we've learned from banks, vendors, and end customers; synthesize those perspectives; and write a host of reports. I've been struck by three memes that have been popping up with regularity:
Customer focus is an area that banks have been talking about with increasing frequency. Putting the customer at the center of strategic decisions is absolutely appropriate, and even if this goal hasn't been fully achieved at the execution level, it's a positive sign that that banks are talking about it at all.
Customer experience, from user interfaces to branch interactions to consistency in multiple channels, is top of mind for many retail bank executives.
Simplicity is a hot topic. Banks and vendors want to make it as easy as possible for both customers and employees to interact with the systems that power their business.
Two aspects unite these themes: the first is, "We've got to catch up to retailers in terms of expectations of online service and convenience." The second is, "Easier said than done."
These are big challenges, and we're here to help you address them. If you'd like to schedule some time to discuss your key banking issues, contact your account manager to arrange an analyst access session.
On October 3, 2013 in San Francisco, we'll be holding our third annual event on disruptive innovation: What's Next: The Search for Disruptive Innovation. For the first time we'll join our three practices (Banking, Insurance, and Securities & Investments) together to explore how to innovate learning from outside the industry as well as from within, through a mix of case studies and industry observations. Past events have been well attended and received great feedback. Why not reserve your place today?
All the best,
Senior Vice President, Banking Group
Chart of the Month
From the Celent report Customer Analytics in Retail Banking: Why Here? Why Now?
Celent Published Reports
Research in Progress
- Realizing the ROI of Social Media in Banking
- US EMV Migration: Midterm Progress
- Tablet App Review
- Treasury Management Systems
10 September 2013
Thinking the Unthinkable: Banks Relinquishing Control of Their Payments Infrastructure
3 October 2013
What's Next: The Search for Disruptive Innovation
San Francisco, CA
17 October 2013
Evolve or Die: The Future of the Bank Account
18 November 2013
Toronto, Ontario, Canada
29 November 2013
Model Bank Awards
For more information on any of the above events, contact email@example.com or call +1.617.262.3120.