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5 keys to why digital banking should bet on user experience

One of the trends that are accelerating the most. In fact, 57 percent of consumers globally prefer digital banking. One of the factors that can influence the success of brands is offering a pleasant experience to consumers. However, it seems that brands have not necessarily given it due importance, especially when it comes to digital banking. This is extremely important, especially considering that 3 billion users will have access to services of this type through smartphones, tablets, smartwatches, and computers by 2021, according to data from Deloitte Digital. Hence, for all brands related to the digital banking sector, they must have the User Experience as a fundamental Croatia Mobile Database part of their marketing strategy and their service. Here are some data that will be helpful: Users are critical and expect both web platforms and mobile applications to be easy to use, intuitive, and agile in their operation. Simply put, they expect the same experience with their bank as they do with Netflix, Amazon, or Spotify. Banks seem to know it, in fact, an IDC study revealed that global spending on CX technology amounted to approximately 508 billion during 2019, and is projected to reach 641 billion by 2022.

The question is, are they really working and investing those resources in it? Mobile apps are essential to guarantee the client can carry out all kinds of operations and service management. In this regard, The Forrester Banking Wave 2019 pointed out that BBVA’s application was named the best in the world last year. However, in Mexico, the application has faced various failures that have generated great dissatisfaction from the bank’s clients. Digital banking must think of the customer as the center of the entire experience. “Banking in general faces Brother Cell Phone List players who are very good in terms of the digital experience they provide to users, this means that users are already accustomed to this type of dynamics, which causes a challenge for banking to be the same or better when the user navigates on their cell phone or computer ”, explained Emmanuel Got, executive director of Business Development and Marketing at Banco Sabadell in an interview with El Economista. Brands must be clear that today communication is bidirectional so that the customer has a voice and vote in the service. In this sense, social networks play an important role in planning, preventing, and reacting to contingencies.

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In this regard, a study carried out by the ABA indicates that nearly half of bankers consider that clients will depend on social networks as their main communication method. However, a report from Safeguard Cyber indicates that the use of social networks to accelerate communications with customers presents some of the greatest challenges of digital banking for security and compliance. These are changes that are accelerating your and customers’ demand. In this regard, a study carried out by Fondeadora and Dada Room last October, cited by El Universal, indicates that nine out of 10 Mexican millennials hate banks, as they have experienced various problems when hiring their services. In addition to this, the World Retail Banking Report 2020 (WRBR) reveals that 57 percent of consumers globally prefer electronic banking, compared to 49 percent in the period before Covid-19. In fact, 55 percent prefer mobile applications to manage banking services.

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