Build It Better: BAI Retail Delivery 2015 Focuses on Experiences, Products People Need
Nearly 3,000 financial services industry professionals attended this year's BAI Retail Delivery Conference. Discussion ran the gamut: customer experience, data analytics, digitalization, hiring, branch transformation, omnichannel banking, mobile and more. But the topic on many people's minds was how to leverage data and analytics to deliver better products, better service and better customer experiences – experiences in step with people's lives.
Fiserv thought leaders and product experts led conference sessions on this very topic. Jaime Dominguez, director of strategy for Retail Bank and Channels, moderated a panel discussion on branch transformation featuring Fiserv clients NB&T Bank and Broadway Bank. Discussion focused on insights, lessons learned and before-and-after photos illustrating how these banks have transformed the branch experience to meet their clients' evolving needs.
"Branches need to become a part of the experience ecosystem," explained Dominguez. "It's not just about a physical location; it's about merging the digital experience with the brick and mortar."
Panelists also emphasized a financial institution's brand is as important as the technology it chooses. Branding must resonate with the market segment institutions plan to serve and should be a priority when planning for transformation.
Dominguez also participated in a panel discussion with industry leaders from Salesforce, Infosys and Microsoft. Participants discussed the importance of leveraging technology and workforce management, as well as data and analytics to cost-effectively deliver products, services and customer experiences that drive revenue and build long-term relationships. When it comes to consumer preferences on money movement and management solutions, Dominguez told the audience, "I want to pay when I want, where I want and how I want. So do consumers. Banking is no longer just about transactions or deposits. It's about life! Banks need to become a part of our lives."
The same afternoon, Angel Siorek, vice president, product management for Channel Experience & Portfolio Growth and Jim Wilcox, director, business development, Card Services, presented a demo of the CardValet® app from Fiserv as part of the BAI Innovation Showcase. The app enables debit and credit cardholders to control when, where and how their cards are used. Users can receive alerts, turn cards on and off and set thresholds – all with their smartphones.
"It was a pleasure to demonstrate the power of a tool like CardValet at BAI," said Wilcox. "Many attendees that either attended our demo session or visited us in the Fiserv booth were very enthusiastic about the capabilities CardValet offers."