BI Ignite 2019: What Customer Experience Will Look Like 10 Years From Now
The customer experience in banking will change drastically over the next 10 years said panelists at the Bank Innovation Ignite 2019 in Seattle on Tuesday.
Philip Ryan, Director of Communication for CCG Catalyst Consulting Group, and former Senior Editor for Bank Innovation, offered a bold prediction, envisioning a device-free future in the not-too-distant future.
“I think you’ll be able to do it with some sort of implant in your body,” Ryan said. “We heard yesterday about this pill with a battery in it and a sensor so you can tell when a person is taking their medication, which kind of blew my mind for about an hour, and I think that’s going to happen across the board.”
Karen Pascoe, Senior Vice President, Experience Design for Digital Payment & Labs at Mastercard, said there will be “seamless security for consumers.” She said it’s simply too cumbersome today to prove who you are to make payments.
“When we’re paying for things with our cards and our wristwatches and jewelry, and all the new stuff the fintechs have been thinking up, we really need to make sure we know who you are and make that security layer nearly invisible, but foolproof,” Pascoe said.
Himi Khan, Senior Vice President, Business Development for conversational AI startup Clinc, predicted voice banking would become a part of normal everyday life. He also said banks will become more integrated, offering a suite of services, and that more people would have access to trustworthy financial advice.
Rob Guilfoyle, CEO of Abe AI, another conversational banking startup, said he expects there will be integration across all kinds of devices and a consolidation of products and services. He also predicted an improved ability to provide continuity from channel to channel.
Alex Carriles, Head of Online Banking, BBVA Compass, argued that interactions between banks and customers will become more proactive than reactive.
“The bank will be basically interacting with a user advising them on what to do, giving them the best next step to take instead of reacting to requests from the customer,” he said.
