Here a publication by DINN! to share our vision and some insights on phygital banking formats and innovative approaches. In this publication (1 of 4) Andrea Borsetto, Co-Founder & CCO, shares his point of view also deepening the case history of Bank of Georgia and its challenging, but very interesting, multi-format strategy: a quite interesting benchmark to explore new opportunities and possibilities with an open-minded approach.
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If you are in the retail industry, these two points would be obvious to you:
1.BRANCHES’ FORMATS NEED TO EVOLVE – NOT JUST CHANGING THEIR ROLE, BUT INCREASINGLY TO MATCH CUSTOMERS’ NEW DIGITAL BEHAVIORS AND NEW EXPECTATIONS
People do not rigidly differentiate between channels when it comes to their experiences that can happen between different spaces, devices and interactions, anytime and anywhere. We interact with a brand as we commute in the train, in bed, in social settings, by entering a physical place to try a product or looking for personal advice.
As social beings, we’ll always look for the human relationship, a fundamental touchpoint, the “face” of the brand. At the same time, we have high standard expectations, we demand the same level of seamless service and care regardless if we are at a hotel or opening an account or shopping for sneakers.
The quality of experiences will have to increase, and be accompanied by new service models when it comes to banks so that it is a valuable experience for the customers.
The quality of experiences will have to increase, with new models performing for the banks and baluable for the clients.
2. COVID-19, A SUDDEN, GLOBAL DAMPER, HAS BECOME THAT “GENTLE NUDGE” TO SPEED UP THIS TRANSFORMATION PROCESS
We are all discovering new possibilities to interact, shop, learn, with a click of a button or a tap on a screen: it would be untrue to claim it is all gold, “different and new” are not always synonymous with better, especially during the ongoing chaotic adaptation of our life to something abrupt. Innovation means to arrive at better ways to experience something.
It’s not simply disappearing into a digital dimension or demolishing everything in order to re-built. We have the chance to ride this unexpected wave to get better in our lives, making the best of who we are and of what we have experienced.
Innovation means to achieve better ways to experience something.