Bank executives confirmed in a July 2023 survey that reducing processing costs through payments modernization was a top priority. With remote and digital banking channels often in the spotlight, it may come as a surprise that brick-and-mortar branches are still a focus. Some of the largest U.S.-based institutions, in fact, are expanding their physical footprints to address a specific clientele of account holders, including small businesses. As technology evolves, so do account holder expectations, proving a strong remote banking strategy that addresses an omni-channel banking experience is needed. Is your bank positioned to meet the growing demand for convenience, security and personalization through digital channels? Here are three ways to ensure you are future-ready: 1. Enhance User Experiences in Mobile Banking Mobile banking and remote capabilities continue to reshape the way financial institutions interact with their customers. Although mobile banking is commonplace, the user experience delivered has become a critical differentiator in user satisfaction and retention. A J.D. Power 2023 study found that account holder satisfaction significantly increases when financial institutions offer mobile banking experiences that are both intuitive and comprehensive. If your 2024 banking strategy focuses on improving user experiences, it may be time to invest in refreshed mobile banking capabilities that ensure a seamless, efficient and personalized user experience. This includes optimizing app design for ease of navigation, ensuring rapid loading times and integrating personalized financial insights. Furthermore, financial institutions who integrate conversational interfaces into their larger online and digital banking platforms, like AI-driven chatbots, can further streamline account holder services. In 2023, more banks began adopting virtual user assistants and chatbots to handle inquiries, offer personalized financial advice and elevate the account holder’s experiences. A study by Juniper Research suggests that chatbots will be responsible for cost savings of over $7 billion globally by 2024 across all sectors, with banking included as a primary beneficiary. By focusing on these areas, financial institutions can enhance customer and member engagement and loyalty, positioning themselves as leaders in mobile and digital banking. 2. Advanced RDC Technology Remote deposit capture technology continues to be an essential feature of the modern banking experience, offering convenience and efficiency in check depositing. By continuing to advance these technologies and deliver more robust capabilities to account holders, deposits increase along with user satisfaction. This includes ensuring your recognition engines deliver the highest results possible with built-in fraud detection — reducing friction, rejections and visits to the branch. STEERING BANKS TOWARDS FUTUREREADY BANKING By Wendi Klein VP Marketing & Communication, Alogent, ICBC Associate Member AS TECHNOLOGY EVOLVES, SO DO ACCOUNT HOLDER EXPECTATIONS, PROVING A STRONG REMOTE BANKING STRATEGY THAT ADDRESSES AN OMNICHANNEL BANKING EXPERIENCE IS NEEDED. 12 | INDEPENDENT REPORT
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