Time for Mid-Sized Banks to Redefine the Customer Experience
Fast, efficient digital services enable mid-sized banks to offer customers a truly personalised experience and new ways to strengthen their ties with the local community
By Derek Corcoran, chief experience officer, Temenos
For banking customers, good service now means completing a quick and painless transaction online. The experience of the last year, with branches closed or offering reduced services due to COVID-19 restrictions, has brought this to the fore: a survey by Mastercard in 2020 showed 87 per cent of people who had never used a banking app before the pandemic would continue to use them in future.